Data Action - Ticket Field Mapping

Architect & Flows
1

Hey all, quick question about data actions and ticket field mapping. We’re trying to push Zendesk ticket properties into Genesys Cloud interaction details, and I’m running into an odd issue where certain text fields are coming through as empty strings, even though they’re populated in Zendesk. It’s like the API isn’t actually seeing the data.

I remember seeing a similar thing with the Sunshine Conversations API when we migrated transcripts, and the workaround was to explicitly URL-encode the values before sending. Is that what’s happening here? It feels like we shouldn’t need to do that though.

Here’s what we’ve got going on:

  • Genesys Cloud region: us-west-1
  • Architect flow using Data Action (v2.0)
  • API Endpoint: updating conversation custom attributes with POST method
  • Content-Type header set to application/json
  • We’re mapping a Zendesk ‘description’ field (text) to a GC interaction detail named ‘zendesk_description’.
  • Zendesk ticket definitely has a description - tested with direct API calls and the Zendesk UI.
  • The Data Action logs show a successful POST, but the ‘zendesk_description’ interaction detail is blank.

Any thoughts? I saw a post in the community about similar behavior with numeric fields - it was a data type mismatch, but that doesn’t seem to be the issue here.

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2

The DATA ACTION configuration - specifically the mapping - needs to be checked.

Ensure the Zendesk field type matches the Genesys Cloud interaction detail field type - a mismatch can cause empty strings. We had a similar issue with a CUSTOMER_FIELD and the API was expecting a string when it received a number.

Also, verify the API user has READ access to those Zendesk ticket properties - permissions are often overlooked.

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That’s right…field type mismatch is killer…especially with strings…but have you checked the Data Action’s payload size? We’ve found bigger payloads…like when you’re shoving lots of Zendesk fields…really balloon the execution time…and sometimes GC just truncates stuff to keep things moving…it’s a memory overhead thing…right? Try narrowing down the fields you’re mapping to see if that helps…you’ll see an immediate impact on performance.

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Cause: Data action payload size is problem. Also, the interaction detail field is limit. We’ve hit this before with custom object.

Solution:

// Java SDK - Get Interaction Detail Schema
import com.genesyscloud.sdk.api.interactions.InteractionsApi;
import com.genesyscloud.sdk.model.InteractionDetailSchema;

InteractionsApi interactionsApi = new InteractionsApi();
List<InteractionDetailSchema> schemaList = interactionsApi.getInteractionDetailSchema();
// check schemaList.size() and each schema.maxLength

The maxLength is very important. Zendesk field is long string maybe? Also, Data Action mapping is case sensitive.

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