Can anyone clarify the correct payload structure for migrating Zendesk custom ticket fields to Genesys Cloud via the v2 API?

Can anyone clarify the correct payload structure when attempting to map complex Zendesk ticket fields to Genesys Cloud interaction attributes during our migration sprint?

We are currently using the Genesys Cloud v2 API (SDK version 10.5.2) to ingest historical data. In Zendesk, we rely heavily on custom_fields for routing logic, specifically dropdown menus and multi-select tags. When trying to replicate this via the POST /api/v2/interactions endpoint, the system accepts the basic contact details but silently drops the custom attribute mappings if the schema isn’t perfect.

The documentation suggests using the attributes object, but the behavior feels different from how Zendesk handles JSON blobs in their import tools. We are seeing a 422 Unprocessable Entity response when the attribute type mismatches the expected schema in Genesys Cloud. This is frustrating because in Zendesk, the system is often more forgiving with loose typing during bulk imports.

Here is the YAML representation of the configuration we are trying to push:

interaction:
 type: "ticket"
 attributes:
 zendesk_priority: "high"
 zendesk_tags:
 - "billing"
 - "urgent"
 customer_segment: "enterprise"

The error trace points to the customer_segment field. In Zendesk, this would simply be a string field. In Genesys Cloud, are we supposed to pre-define these as specific data types in the Admin console before ingestion? Or is there a dynamic schema creation capability we are missing?

We need a reliable way to ensure that the routing logic based on these tags survives the transition. If we have to manually define every single custom field in Genesys Cloud before we can push the data, that adds a significant overhead to our migration timeline.

Any insights on how to handle this mapping without hitting schema validation errors would be greatly appreciated. We want to ensure the digital channel migration feels seamless for the agents who are used to the Zendesk interface.

The payload structure for interaction attributes needs to nest your custom fields under interactions[0].attributes rather than at the root level. Here is the JSON schema that works for mapping Zendesk dropdowns to Genesys: { "interactions": [ { "attributes": { "customFields": { "zendesk_priority": "high", "zendesk_tags": ["billing", "urgent"] } } } ] }. Make sure the keys match your Genesys attribute definitions exactly. If you are using the v2 API, avoid sending the entire Zendesk object as a single string. Instead, parse the custom_fields array into individual key-value pairs within the attributes object. This prevents serialization errors and ensures the data is searchable in Genesys. Also, check that your target attributes in Genesys are set to allow external updates. Some teams lock these during schedule publishes, which might cause unexpected 409 conflicts if the API call overlaps with weekly deployment windows.