Hi everyone! I am currently helping a client migrate their digital support stack from Zendesk to Genesys Cloud. In Zendesk, we used to rely on simple keyword matching for our chat bots, which was straightforward. Now, I am trying to replicate a specific workflow where we update a Zendesk ticket status directly from a Genesys Cloud Architect flow using the built-in HTTP Data Action.
The goal is to close the Zendesk ticket immediately after a successful IVR interaction. However, I am hitting a wall. When the flow executes the ‘Make HTTP Request’ step pointing to https://{subdomain}.zendesk.com/api/v2/tickets/{ticket_id}.json, it returns a 401 Unauthorized error.
Here are the details:
- GC Version: Standard release (latest patch)
- Zendesk Auth: I am using Basic Auth with the API token (email/token) format in the header.
- Headers: I have set
Content-Type: application/jsonandAuthorization: Basic {base64_encoded_credentials}.
I have verified the credentials by using Postman from my local machine (Europe/Paris timezone), and the call works perfectly there. This suggests the credentials are valid, but something in the GC environment or the Data Action configuration is stripping or misformatting the header.
Is there a known limitation with passing Base64 encoded strings in the Data Action header fields? Or should I be using OAuth 2.0 instead? In Zendesk, we just passed the token directly, which was much simpler. Any practical migration advice would be appreciated! I want to ensure we don’t have to write custom middleware for this basic sync.