What is the standard approach to map Zendesk ticket priority levels to Genesys Cloud Outbound Campaign priorities during a migration?
We are currently migrating our outbound operations from Zendesk to Genesys Cloud. In Zendesk, we relied heavily on ticket priority (Urgent, High, Normal, Low) to dictate agent assignment rules and follow-up intervals. We want to replicate this logic in Genesys Cloud by setting the priority field in the Outbound Contact List API payload.
When testing the POST /api/v2/outbound/contactlists endpoint, we receive a 400 Bad Request error. The error message states: Invalid priority value: 'Urgent'. Expected integer between 0 and 99. This is confusing because we assumed string mapping would work or that there is a direct enum conversion available in the admin console during the import process. We have checked the documentation but it only mentions integer values without specifying how to map legacy CRM string priorities.
- Attempted to use the Zendesk priority string directly in the
priorityfield of the contact list JSON payload, resulting in the 400 error mentioned above. - Tried creating a custom attribute in Genesys Cloud to store the original Zendesk priority string while manually assigning integer values (1 for Urgent, 2 for High, etc.) in the
priorityfield, but the outbound dialer seems to ignore these custom attributes for sorting purposes, leading to incorrect call order.
Our goal is to ensure that ‘Urgent’ Zendesk tickets become high-priority calls in Genesys Cloud immediately upon import. Is there a recommended transformation rule in the Data Loader or should we preprocess the CSV before API ingestion? We are using the Genesys Cloud v2 API and are new to the outbound module configuration.