No idea why this is happening, the Data Action integration keeps failing when trying to push Zendesk ticket fields to Genesys Cloud. We are migrating a support queue from Zendesk to Genesys Cloud and need to sync ticket priority and status updates in real-time. The goal is to replicate the Zendesk ticket lifecycle within Genesys interactions.
We are using the Genesys Cloud Data Actions API in the EU-West region. The setup involves a webhook from Zendesk triggering a POST to the Genesys Data Action endpoint. The payload maps Zendesk ‘priority’ to Genesys ‘priority’ and ‘status’ to Genesys ‘status’.
- Configure a Zendesk Automation to trigger on ticket update.
- Send a POST request to the Genesys Cloud Data Action webhook URL.
- Include the ticket ID and mapped fields in the JSON body.
- Observe a 400 Bad Request error from Genesys Cloud.
The error message states “Invalid field mapping”. The JSON structure matches the schema examples in the documentation. We have verified the API key has the correct permissions for data actions. The Zendesk ticket fields are standard text fields. Is there a specific format required for the field values? Any advice on debugging this mapping issue would be appreciated. We are stuck on this step and need to proceed with the migration.