Migrating our ticketing workflows from Zendesk to Genesys Cloud feels like upgrading from static forms to dynamic conversation logs, but the data synchronization is hitting a snag. In Zendesk, we relied heavily on custom ticket fields for tagging priority levels and department routing. We are trying to replicate this by using Genesys Data Actions to fetch and map these attributes during the interaction creation phase.
The issue arises when the Data Action attempts to write specific Zendesk custom field values into Genesys Interaction attributes. The flow executes without stopping, but the target attributes remain null. Checking the Data Action logs in Genesys Cloud, we see a generic 500 Internal Server Error when the HTTP request is sent to the Zendesk API endpoint api.v2.zendesk.com/tickets/{id}.
The payload structure seems correct based on the Zendesk documentation, mapping custom_fields array to the specific GC interaction attributes. However, the error suggests a mismatch or an authentication failure that isn’t clearly logged. We are using OAuth 2.0 for the Zendesk integration, and the token is valid, as verified by a direct curl test from the server environment.
Is there a specific limitation on how Genesys Data Actions handle complex JSON arrays from external APIs like Zendesk? In Zendesk, these fields were simple key-value pairs, but in Genesys, the interaction model seems stricter about data types. We have tried casting the fields as strings in the Data Action transformation step, but the error persists.
Has anyone successfully mapped Zendesk custom fields to Genesys Interaction attributes using Data Actions? We are looking for best practices on handling the JSON payload structure to avoid the 500 error. Any insights on debugging the HTTP request within the Data Action flow would be incredibly helpful. The migration timeline is tight, and getting this data flow correct is crucial for maintaining our reporting accuracy post-migration.