Digital Engagement 500 Error: Mapping Zendesk Chat Transcripts

General Discussion
1

Anyone free to help troubleshoot this migration issue.

  • Environment: Genesys Cloud Public (EU-West)

  • Source: Zendesk Chat

  • Target: Genesys Cloud Digital Engagement

  • SDK: Python 10.5.0

  • We are migrating chat history from Zendesk to GC Digital Engagement.

  • Zendesk macros map well to GC scripts, but transcript data is failing.

  • POST request to /api/v2/interactions/digital returns a 500 Internal Server Error.

  • Payload includes Zendesk ticket_id mapped to GC interaction_id.

  • No validation errors in the request body.

  • Logs show a timeout on the GC side during ingestion.

  • This differs from the 403 errors seen with Outbound Campaigns.

  • The mapping logic for digital channels seems correct.

  • Zendesk chat widgets are being replaced by GC digital widgets.

  • Reporting requirements demand full transcript history preservation.

  • The error occurs consistently for transcripts over 50 messages.

  • Smaller transcripts migrate successfully without issues.

  • Is there a size limit or specific format requirement for bulk imports?

  • Any tips on breaking down large Zendesk chat logs?

  • We want to avoid losing context during the Zendesk-to-GC transition.

  • The goal is a seamless digital channel migration.

  • Current workaround involves manual truncation, which is not scalable.

  • Looking for a programmatic solution or API best practice.

  • Timezone context: EU-West, so latency should not be a factor.

  • Beginner level admin config knowledge, so please explain technical terms.