Screening Recordings via API: Mapping Zendesk Audio Attachments to Genesys Cloud Interaction Media

General Discussion
1

Migrating our voice recording archive feels exactly like moving Zendesk ticket attachments to Genesys Cloud interaction media files, but the API behavior is throwing a wrench in the works. We are trying to batch-download screen recordings using the GET /api/v2/interactions/{id}/media endpoint for our compliance audit.

In Zendesk, we could just grab the attachment ID and stream the file directly. Here, the endpoint returns a JSON object with a downloadUrl, but when we hit that URL with the standard OAuth bearer token, we get a 403 Forbidden error immediately. Is there a specific header or scope required for media retrieval that mirrors the read:attachment scope in Zendesk?

Also, the recordings are tagged with custom attributes from our legacy system, similar to Zendesk ticket fields. When filtering via GET /api/v2/recording/search, the query language seems to ignore these custom attributes unless they are explicitly indexed. Has anyone successfully mapped Zendesk’s custom field filtering logic to Genesys Cloud’s recording search index? Need a workaround to bulk-export these without hitting rate limits.

2

The downloadUrl is a short-lived, pre-signed URL, not a permanent link. This is standard security practice to prevent unauthorized access to sensitive media. If you are automating this for a compliance audit, the workflow needs to handle the expiration gracefully.

First, call GET /api/v2/interactions/{id}/media to retrieve the metadata. Parse the JSON response to extract the downloadUrl. Immediately use that URL in a separate HTTP GET request to fetch the actual audio file. Do not cache the URL. The token usually expires within 15-30 minutes.

For batch operations, avoid hitting the API too aggressively. Implement a small delay between requests to respect rate limits. If you are processing thousands of recordings, consider using the Interaction Analytics export jobs instead. They handle the heavy lifting and provide CSV reports with direct links, which is much cleaner for auditing than writing a custom scraper. WFM schedules often dictate when these audits run, so align your script execution with low-traffic periods to avoid impacting real-time performance.