- Genesys Cloud Version: 2024-11-05
- Outbound Campaign Type: Predictive
- Integration: Zendesk API v2 via Data Action
- User Role: Outbound Agent with Zendesk Admin Access
- Timezone: Europe/Paris (CET)
Is it possible to trigger a specific Zendesk ticket creation flow directly from the Outbound Architect flow without hitting a 400 Bad Request on the Data Action step?
We are currently migrating our outbound sales team from Zendesk Talk to Genesys Cloud. In the old Zendesk setup, we had a simple rule: if a call was answered and the agent marked it as “Qualified,” a task was automatically created in Zendesk for follow-up. We are trying to replicate this exact workflow using Genesys Cloud Outbound.
I have built an Architect flow that handles the call logic. When the disposition is set to “Qualified,” the flow triggers a Data Action to call the Zendesk API endpoint /api/v2/tickets.json. However, the Data Action consistently fails with a 400 error. The error message in the flow logs is vague: "Bad Request".
In Zendesk, the ticket creation payload required specific field mappings for the requester email and subject. I have mapped these fields in the Genesys Cloud Data Action configuration. The JSON payload looks correct based on the Zendesk documentation.
The issue seems to be related to how Genesys Cloud handles the authentication token in the outbound context. In Zendesk, the token was passed in the header. In Genesys Cloud, I am using a stored credential in the Data Action.
Could someone explain if there is a specific limitation in the Outbound Architect flow regarding external API calls? Or is this a common issue during Zendesk migrations? We need this integration to work seamlessly to avoid manual data entry for our agents. Any insights on debugging the 400 error in this specific context would be greatly appreciated. We are stuck on this step and cannot go live until the ticket creation is automated.