Is it possible to get the Zendesk custom field values into a Genesys Cloud data action without writing a custom python script or using a middleware like mulesoft?
we are migrating a support center that heavily relies on Zendesk ticket metadata. in Zendesk, you just tag the ticket and the data is there. here in Genesys Cloud, i am trying to use the digital channel integration but the architect flow seems to drop the custom attributes when the interaction moves from the digital queue to the voice queue.
i tried using the set data action in architect but it only picks up the standard attributes like email or name. the custom field ‘priority_level’ which was mapped in the Zendesk-to-GC integration settings is null.
i am using the standard digital channel connector. no custom code yet.
the error is not really an error code but the data is just missing. when i log the interaction in the debug view, the context object looks empty for custom fields.
is this a limitation of the native integration? or do i need to use the REST API to push this data into a custom attribute on the user profile before the call starts?
the timezone is Europe/Paris so maybe that affects how the data syncs? i doubt it but everything is failing right now.
i really want to avoid building a complex integration layer because we are on a tight budget and timeline. in Zendesk, this was automatic. here it feels like i have to rebuild the whole CRM logic.
please help. i am stuck on this for two days. the architect flow is valid but the data is not passing through.
thanks in advance.