Hey everyone, I’ve run into a really strange issue with our Zendesk-to-Genesys Cloud migration workflow. We are trying to sync ticket data using the Data Action integration, specifically mapping Zendesk custom fields to Genesys Cloud custom attributes on the interaction object.
In Zendesk, we have a simple key-value structure for metadata. When configuring the Genesys Data Action to push this payload via the POST /api/v2/analytics/events endpoint, the system immediately rejects the request.
Error 400: Invalid payload structure for custom attributes
The documentation suggests that custom attributes should be passed as a JSON object, but the Genesys validator seems to expect a specific schema that isn’t clearly defined for external integrations. Our Zendesk workflow sends the data as attributes: { 'zd_priority': 'high' }, but Genesys returns the 400 error.
Is there a specific format required for the customAttributes field in the Data Action configuration? We are using Architect flow version 4.2. The Zendesk side is working fine, so the issue is strictly on the Genesys ingestion side. Any pointers on how to structure the payload to avoid this validation failure would be appreciated. We need this sync to work before our go-live next week.