Quick question about the reporting gap we are seeing between our legacy Zendesk dashboard and the new Genesys Cloud analytics. We are in the final validation phase of our migration from Zendesk Support to Genesys Cloud CX. The business stakeholders are flagging a significant discrepancy in the daily ticket volume numbers. Zendesk shows 1,200 resolved tickets for yesterday, but the Genesys Cloud “Resolved Interactions” report only lists 850.
We are using the standard Zendesk-to-Genesys integration where every Zendesk ticket triggers a specific Architect flow. The flow creates a new interaction in GC upon ticket creation and updates the disposition when the ticket is closed in Zendesk. I suspect the issue lies in how the status field mapping works. In Zendesk, a ticket can be marked as “Solved” but still remain open for 7 days. In Genesys Cloud, the interaction is marked as “Resolved” immediately when the disposition changes.
Is there a way to align the reporting timeframes? We need the GC reports to reflect the same volume as Zendesk for the migration audit. I checked the API logs for the PUT /api/v2/interactions endpoint and see successful 200 OK responses for all updates. No errors there.
The total count of resolved interactions in Genesys Cloud does not match the closed ticket count in Zendesk for the same date range. Please verify the disposition mapping logic.
I am looking at the disposition field in the Architect flow. Currently, it maps Zendesk “Solved” to GC “Resolved”. Should we be mapping it to “Closed” instead? Or is there a reporting filter in GC I am missing that accounts for the 7-day re-open window?
Any advice on how to tweak the Architect flow or the reporting settings to make these numbers match? We want to avoid manual reconciliation every morning. The team is based in Paris, so we are working with UTC+1 timestamps, but I have verified the timezones are consistent across both platforms.
Thanks for any pointers!