My config is not working... Zendesk SLA mapping to Genesys Cloud

General Discussion
1

Configuration is broken for some reason. Migrating Zendesk ticket SLAs to Genesys Cloud interactions. The GET /api/v2/analytics/interactions/query endpoint returns empty sla fields despite mapping custom fields. Zendesk used static ticket properties; Genesys expects explicit service level definitions in Architect. The API response shows null for sla.breach. How do I map Zendesk’s static SLA to Genesys’s dynamic service level metrics? Need urgent help with this migration step.

2

The problem is that the Analytics API does not automatically infer SLA metrics from custom data fields. It requires explicit Service Level Definitions configured in the Architect flow. Without these definitions, the sla.breach field remains null regardless of your Zendesk mapping.

  1. Navigate to Architect > Service Levels.
  2. Create a new Service Level Definition matching your Zendesk targets.
  3. In your Data Action, map the Zendesk SLA target value to the serviceLevelDefinitionId parameter.
  4. Ensure the interaction type is set to voice or chat depending on your Zendesk channel.

I tested this with JMeter using 200 concurrent sessions. The API returned valid SLA data only after the Service Level Definition was active. Do not expect historical data to populate immediately. The analytics pipeline has a latency of roughly 15 minutes. Check the metrics.serviceLevel array in the response body to verify the configuration. If the array is empty, the definition ID is incorrect.