Does anyone understand why the Data Action integration returns a 400 Bad Request when attempting to map Zendesk ticket priority fields to Genesys Cloud interaction attributes?
We are currently migrating our support operations from Zendesk Support to Genesys Cloud. The objective is to ensure that the urgency level defined in Zendesk tickets translates correctly into Genesys Cloud interaction attributes for routing purposes. In Zendesk, we use a numeric priority system (1-4), while Genesys Cloud expects specific string values or custom attribute mappings.
Environment Details:
- Source: Zendesk Support API v2
- Target: Genesys Cloud Data Action (v1)
- Error Code: 400 Bad Request
- Endpoint: POST /api/v2/integrations/data-actions/execute
- Payload Snippet:
{
“action”: “update_interaction_attributes”,
“params”: {
“interaction_id”: “{{interaction.id}}”,
“attributes”: {
“priority”: “{{zendesk.ticket.priority}}”
}
}
}
The error response indicates that the attribute value is invalid or the attribute definition does not exist in the target Genesys Cloud environment. However, the custom attribute ‘priority’ has been created in Genesys Cloud with a string data type. The Zendesk API returns the priority as a string (e.g., “low”, “high”), which should match the Genesys Cloud attribute format.
I have verified that the OAuth tokens used in the Data Action configuration are valid and have the necessary scopes for both Zendesk and Genesys Cloud. The issue persists even when testing with static values instead of dynamic Zendesk fields. This suggests a potential mismatch in how the Data Action processes the incoming data or a limitation in the attribute mapping logic.
Has anyone successfully mapped Zendesk ticket priorities to Genesys Cloud interaction attributes using Data Actions? Are there specific formatting requirements or additional steps needed to ensure the data types align correctly? Any insights or examples of successful configurations would be greatly appreciated.