Is it possible to automatically sync Zendesk ticket satisfaction scores into Genesys Cloud Quality Management surveys during our migration? We are trying to preserve historical CSAT data from Zendesk into the new GC environment without manual re-entry.
Currently, we are attempting to use the /api/v2/quality/surveys endpoint to push legacy Zendesk survey results. The goal is to map the Zendesk ‘solved’ ticket status and its associated star rating to a GC Quality Survey response. We assumed this would allow us to maintain continuity in our agent performance reporting.
However, the API returns a 400 Bad Request error. The response body indicates that the surveyResponse object requires a specific surveyId that must belong to an active survey in GC, which creates a chicken-and-egg problem for historical data. We cannot create a survey in GC that references Zendesk tickets directly.
Our team is based in Paris, so timezone alignment is also a concern when backfilling these records. Has anyone found a workaround to import legacy Zendesk CSAT data into GC Quality metrics without breaking the schema requirements?