Quality Management API 403 when migrating Zendesk survey logic

Genesys Cloud WFM
1

Is there a clean way to map Zendesk CSAT triggers to Genesys Cloud Quality Management evaluations via the API? We are migrating a support team from Zendesk to Genesys Cloud and hitting a wall with the POST /api/v2/quality/evaluations endpoint. In Zendesk, we used simple ticket tags to trigger surveys, but in Genesys, we need to link evaluations to specific interaction types. When we attempt to create a new evaluation form using the SDK (version 2.0.148), we receive a 403 Forbidden error with the message Access denied for resource: quality:evaluations:create. The IAM role attached to our migration service account has QualityManager permissions, yet the API call fails. We suspect this is due to how Genesys handles tenant-level security versus Zendesk’s simpler permission groups. Has anyone successfully automated the creation of evaluation forms during a Zendesk-to-GC migration? We need to replicate the exact survey logic without manually recreating forms for 50+ agents.

2

You need to…

  • Verify the service account holds quality:evaluation:write scope.
  • Confirm the evaluation form ID matches the target interaction type.
  • Check that the user context in the payload has quality:manage permissions.
3

To fix this easily, this is to check the scope hierarchy, as generic admin rights often fail on specific quality endpoints.

  • Use quality:evaluation:write instead of quality:manage for the service account.
  • Ensure the evaluation form ID matches the interaction type exactly.
4

Yep, this is a known issue…
Cause: Mismatched OAuth scopes on the service account used for the Quality Management API calls.
Solution: Ensure the service account explicitly includes quality:evaluation:write and quality:form:write scopes, as generic admin roles do not automatically inherit these specific permissions during migration scripts.