Reporting API 400 Bad Request on Zendesk Ticket Field Mapping

HTTP 400 Bad Request when posting to /v2/analytics/data/query.

Trying to map Zendesk’s “Satisfaction Score” to the Genesys Cloud interaction analytics. The query fails with Invalid filter field: satisfaction_score.

In Zendesk, this was a standard custom field. Is there a specific GC metric ID for post-interaction CSAT? The documentation is vague on legacy field mappings during migration. Environment: EU1, API v2.

How I usually solve this is by checking the metric definitions in the Analytics API rather than relying on Zendesk field names. The satisfaction_score filter fails because Genesys Cloud uses specific internal metric IDs for CSAT data, not the original Zendesk custom field names. You need to query the /v2/analytics/metrics endpoint first to find the correct metric ID for post-interaction-csat. Once you have that ID, update your filter to use the proper syntax: {"filter": {"metric": "post-interaction-csat", "operator": "eq", "value": "5"}}. This mapping is crucial during migrations because the legacy Zendesk tags don’t auto-translate to GC’s analytics schema. Ensure your query also specifies the correct groupBy fields to aggregate the data properly. The documentation might be vague, but the metric endpoint provides the exact identifiers needed for successful API calls. Double-check your timezone alignment too, as CSAT reports often shift based on interaction end times.

The problem here is conflating source system custom fields with Genesys Cloud’s native analytics schema. Zendesk data arrives via integration, but the Reporting API only recognizes internal metric definitions. Query /v2/analytics/metrics to locate the correct identifier for post-interaction CSAT.