Context:
We are migrating our support operations from Zendesk to Genesys Cloud and are currently stuck on the analytics side. In Zendesk, we rely heavily on the native CSAT score calculated from ticket feedback. We are trying to replicate this metric using the Genesys Cloud Reporting API to ensure our KPIs remain consistent during the transition. Specifically, we are querying the /api/v2/analytics/details/interactions endpoint with metric: csat.score and filtering by the Zendesk integration source. However, the response returns empty results for interactions that clearly have a recorded satisfaction score in the Zendesk UI. The apiVersion is set to 2.0 and we are using the standard OAuth token generated for our admin account.
Question:
Is there a specific delay or additional configuration required to sync Zendesk CSAT responses into the Genesys Cloud analytics engine? In Zendesk, this data was immediate. We have verified that the Zendesk integration is active and tickets are flowing correctly, but the reporting side seems disconnected. Should we be looking at a different endpoint or is there a known limitation with how Zendesk feedback maps to Genesys CSAT metrics for beginners?