PSTN Compliance Export Failing with 403 on Zendesk Mapping

Administration
1

Trying to make sense of why the compliance recording export fails when mapping Zendesk ticket IDs to Genesys interactions. The API returns a 403 Forbidden error specifically for records tagged with the old Zendesk custom metadata.

Environment:

  • Genesys Cloud EU-1
  • Architect v1.2
  • Legacy Zendesk integration active

The mapping works fine for standard fields but breaks on the custom compliance tags.

2

This is caused by a policy mismatch between the Genesys Cloud export service and the S3 bucket permissions when handling legacy metadata. When the system attempts to resolve the old Zendesk custom tags, it triggers a specific IAM role assumption that often lacks the necessary s3:PutObject permissions for the compliance archive path. The 403 error indicates that the bucket policy is rejecting the assumed role used for these specific legacy mappings. To resolve this, you need to update the S3 bucket policy to explicitly allow the Genesys Cloud export role to write objects to the compliance/legacy-zendesk/ prefix. Ensure the policy includes the arn:aws:iam::account-id:role/genesys-cloud-export-role as a principal with s3:PutObject and s3:PutObjectAcl actions.

{
 "Effect": "Allow",
 "Principal": {
 "AWS": "arn:aws:iam::123456789012:role/genesys-cloud-export-role"
 },
 "Action": [
 "s3:PutObject",
 "s3:PutObjectAcl"
 ],
 "Resource": "arn:aws:s3:::your-compliance-bucket/compliance/legacy-zendesk/*"
}

After updating the bucket policy, restart the bulk export job to force a fresh permission check. The system will re-evaluate the IAM role during the metadata synchronization phase. If the error persists, verify that the legal hold status on the affected records does not conflict with the export destination. Sometimes, records under active legal hold require a separate, more restrictive IAM role for export to preserve the chain of custody. Check the audit logs in Genesys Cloud for any AccessDenied entries that reference a different role ARN, as this can happen if the legacy integration is still pointing to an deprecated service account. Updating the integration settings to use the current export role should align the permissions correctly.