We’re mapping Zendesk ticket properties to interaction data via a Data Action in an Architect flow - version 8.5.1. Similar to the workaround detailed in a recent community post regarding custom object properties, the issue presents as intermittent null values in Genesys Cloud reporting when Zendesk custom fields containing numeric data are processed. Zendesk stores these as strings, and the Data Action’s JSON parser seems to interpret empty strings as explicitly null, which then breaks the numeric aggregation in GC reporting - unlike Zendesk, where empty strings are treated as zero.
The Data Action’s JSON payload looks like this: {"ticket.priority": "{{ticket.priority}}", "ticket.customfield123": "{{ticket.customfield123}}"}. We’ve tried string-to-number conversion within the Data Action using Javascript, but it’s unreliable - sometimes the values come through, sometimes they don’t. The Zendesk API version is v2. Is there a more consistent way to handle this data transformation, or are we stuck pre-populating default values in Zendesk to prevent empty strings in the first place?