Data Action JSON parsing error during Zendesk ticket sync

NICE CXone API & Integrations
1

What is the reason the Genesys Cloud Data Action returns a 400 Bad Request with ‘Invalid JSON payload’ when mapping Zendesk ticket fields?

We are migrating from Zendesk Support using the Zendesk API trigger. The payload works in Postman but fails in the GC Architect flow (v2024-10). The error points to the description field containing unescaped newlines. How do you handle this character encoding difference?

2

You should probably look at at the JSON serialization step. Unescaped newlines break the payload schema.

  • Add a string transformation block before the Data Action.
  • Use the replace function to swap \n with \\n.
  • Ensure the final output is valid JSON using a validator.

This keeps the schedule clean and the API happy.

3

Have you tried wrapping the description in encodeURI before the Data Action? We see this often with Zendesk syncs where description needs encodeURIComponent(body.description) to survive the JSON parse.