Trying to understand why my Genesys Cloud Data Action fails with a 401 Unauthorized error when attempting to create a ticket in Zendesk via the API integration.
In our previous Zendesk setup, we used simple webhook triggers that handled authentication seamlessly. Moving to Genesys Cloud Architect, I configured a Data Action to POST to /api/v2/tickets. The error response indicates: "message": "Unauthorized", "status": 401.
I have verified the API token in the Genesys Cloud integration settings matches the Zendesk admin token. The test connection in the integration wizard succeeds, but the actual flow execution fails.
“Ensure the API endpoint supports the authentication method specified in the Data Action configuration. OAuth2 tokens must be refreshed before expiration.”
This documentation snippet from the Genesys Cloud help center suggests checking token expiration, but this is a static API token. Is there a specific header configuration required for Zendesk API calls within Genesys Cloud Data Actions that differs from standard curl requests? The migration from Zendesk’s native automation to Genesys requires this bridge, and the authentication mismatch is blocking our digital channel handoff.