Does anyone understand why the Zendesk Create Ticket Data Action returns a 400 Bad Request when passing the subject field from a Genesys Cloud interaction? The payload matches the Zendesk API docs, but GC rejects it immediately during the Architect flow execution.
Thanks for the help.
What’s probably happening here is that a mismatch between the expected data type or required fields in the Zendesk payload versus what Genesys Cloud’s Data Action actually sends. While the Zendesk API documentation might seem straightforward, the Genesys Cloud integration often requires specific formatting for nested objects like ticket[subject] or ticket[comment].
Check if the subject field is being passed as a string within the correct JSON structure. Sometimes, extra whitespace or unexpected null values cause the 400 error. Try logging the raw request payload in the Architect flow using a Set Variable action before the Data Action to inspect the exact JSON structure being sent.
Refer to the Zendesk Create Ticket API documentation and compare it with the Genesys Cloud Data Action configuration guide. Ensuring the external_id is unique and the via object is correctly formatted usually resolves these issues quickly.
You need to verify the OAuth token scope includes zendesk:ticket:write in your AppFoundry configuration. The 400 error often masks an authentication failure when the external service rejects the payload before GC processes it.