could someone explain why my data action keeps failing with a 400 bad request when trying to create a zendesk ticket from a genisys cloud interaction?
i am migrating our support workflow from zendesk to gc and trying to keep bi-directional sync for now. the goal is to push every new voice interaction to zendesk as a ticket for legacy reporting. i have set up a data action in architect using the http method. the endpoint is https://support.zendesk.com/api/v2/tickets.json. i am using the basic auth header with the email and api token.
the json body looks like this:
{
“ticket”: {
“subject”: “{{interaction.subject}}”,
“comment”: {
“body”: “{{interaction.transcript}}”
},
“priority”: “normal”
}
}
when i test the flow in architect it fails immediately. the error message says “invalid json input”. i have checked the payload in the debug logs and it looks valid. the subject and transcript are populated. i even tried hardcoding the values in the test but it still fails with 400.
i am using the latest version of architect. the zendesk api docs say the format is correct. maybe the issue is with how gc handles the nested json object? or is there a specific header i am missing? i tried adding content-type application/json but no luck.
this is blocking our migration timeline. we need this sync to work before we cut over the agents. any help would be great. i am new to gc admin config so i might be missing something obvious. thanks in advance.