Trying to make sense of why the Outbound Campaign is failing to populate custom fields from Zendesk during the dial attempt. We are migrating a high-volume support team from Zendesk to Genesys Cloud, and the core requirement is to pass the Zendesk Ticket ID and Priority into the Architect flow for dynamic routing.
In Zendesk, this was handled via simple macro variables. In Genesys, I have set up a Data Action to fetch the ticket details using the Zendesk REST API. The Data Action works perfectly in the Architect simulator, returning the JSON payload with ticket.id and ticket.priority. However, when the campaign actually runs and triggers the data action for a real contact, the flow fails with a generic 504 Gateway Timeout error before the call connects. The logs show the Data Action started but never completed.
The Zendesk API endpoint is https://company.zendesk.com/api/v2/tickets/{ticket_id}.json. We are using Basic Auth. The timeout is set to 5000ms. Given the latency between the EU1 org and the Zendesk servers, this seems too tight, but increasing it didn’t help.
Here is the Data Action configuration:
name: "FetchZendeskTicket"
type: "REST"
url: "https://company.zendesk.com/api/v2/tickets/{{contact.zendesk_id}}.json"
method: "GET"
headers:
Authorization: "Basic {{secure.auth_token}}"
Content-Type: "application/json"
timeout: 5000
success_response_code: 200
The campaign is using the “Predictive” dialer mode. Is there a known limitation with Data Actions executing during the predictive dialing window? In Zendesk, we could pre-fetch this data in the ticket view, but here it seems to happen in real-time. Any advice on how to optimize this or if we need to switch to a different integration pattern, like a webhook that updates a Genesys attribute beforehand?