Looking for advice on mapping Zendesk ticket IDs to Genesys Cloud Outbound campaigns. The API returns a 400 Bad Request when passing the ticket ID as the contact_id. In Zendesk, this was straightforward. The Genesys Docs suggest using custom attributes, but the validation fails. How do others handle this ticket-to-interaction mapping during migration?
Check your contact_id format in the Outbound API payload. The contact_id field expects a phone number or a valid internal identifier, not an arbitrary string like a Zendesk ticket ID. Map the ticket ID to a custom attribute like zendesk_ticket_id instead, and use the phone number for contact_id to satisfy validation rules.