Looking for advice on GDPR data retention mapping from Zendesk to Genesys Cloud. We are migrating a large European customer base and need to ensure our data retention policies match exactly. In Zendesk, we use automated triggers to purge ticket fields after 30 days. I want to replicate this in Genesys Cloud using the Data Retention API.
The issue is that the GC API seems to handle retention at the organization level rather than specific field-level triggers like Zendesk. When I try to set a custom retention period for interaction data via the API, I get a validation error. The documentation is sparse on field-level granularity.
Here is the error I am seeing:
{
"code": "bad_request",
"message": "Invalid retention policy configuration. Field-level retention is not supported for interaction data.",
"status": 400
}
I am using the Genesys Cloud EU1 environment. My current approach is to map Zendesk ticket tags to GC interaction attributes, then try to apply retention rules to those attributes. This feels like a dead end. Is there a workaround? Maybe using a scheduled flow to delete data manually? I know this is not ideal, but compliance is strict.
Also, how do others handle the difference in reporting? Zendesk reports on closed tickets, but GC reports on interactions. If I delete interaction data, does it disappear from all historical reports? I need to keep some data for audit purposes but remove PII. The current API error blocks my migration script. Any insights on how to structure this in Architect or via API would be helpful. I am relatively new to GC admin tasks, so simple steps are appreciated.