Looking for advice on handling a specific data mapping issue while migrating ticket metadata from Zendesk to Genesys Cloud. We are currently in the phase of replicating our Zendesk ticketing workflows into Genesys Cloud Architect flows. In Zendesk, we rely heavily on custom ticket fields to track customer sentiment scores and specific issue categories. The goal is to push this data into Genesys Cloud Attributes so it can be used for routing and reporting.
We are using a Data Action to call an external middleware service that fetches the latest Zendesk ticket data via their API. The middleware returns a JSON payload containing the custom fields. However, when we try to map these incoming JSON values to the Interaction Attributes in Genesys Cloud, the flow fails silently or returns a generic validation error. It feels similar to how Zendesk triggers sometimes fail if a custom field type doesn’t match the expected format, but the error handling here is less descriptive.
Here is the payload structure we are receiving from the middleware and attempting to map:
{
"ticket_id": "12345",
"custom_fields": {
"cf_sentiment_score": "high",
"cf_issue_category": "billing",
"cf_priority_level": 5
}
}
In the Architect flow, we are using a ‘Set Attributes’ action. We are trying to map data.custom_fields.cf_sentiment_score to the interaction attribute sentiment. The flow executes without a visible error in the UI, but the attribute is not populated on the interaction. We have verified the middleware endpoint is returning 200 OK. We are using the latest version of the Genesys Cloud platform.
Is there a specific JSON path syntax required for nested objects in Data Actions? Or do we need to flatten the JSON before mapping? In Zendesk, we could reference nested fields directly in triggers. Is Genesys Cloud more strict about the data structure? Any insights on how to debug this mapping issue would be appreciated. We want to ensure the migration maintains the same level of data granularity we had in Zendesk.