Stuck on mapping Zendesk ticket fields to Genesys Cloud Interaction Attributes for Reporting

General Discussion
1

Stuck on mapping Zendesk ticket fields to Genesys Cloud Interaction Attributes for Reporting.

The migration from Zendesk to Genesys Cloud is progressing, but the analytics layer is causing significant friction. In Zendesk, we relied heavily on custom ticket fields like priority_score and sla_breach_reason to generate weekly performance reports. These fields were static and easy to query via the Zendesk API. However, in Genesys Cloud, the concept of an “interaction” is much more dynamic. I am trying to replicate a specific report that shows agent handle time filtered by the original ticket priority. I have mapped the Zendesk priority field to a Genesys Cloud interaction attribute named z_priority using the Architect flow during the inbound voice callback. The attribute is correctly populated in the interaction details view, but it does not appear in the standard Performance Dashboard filters, nor does it seem to be available as a column in the API report for GET /api/v2/analytics/interactions/summary.

I am working in the eu-west-1 region. The environment is a standard production tenant. I have verified that the attribute is public and not restricted. The error is not an API rejection, but rather a missing data point in the generated CSV. When I run the query, the z_priority column is simply absent, even though I included it in the metrics array as priority_score (which I assumed was the correct metric key based on some fragmented documentation). I suspect I am misunderstanding how Genesys Cloud aggregates attributes for reporting compared to Zendesk’s flat database structure. In Zendesk, every field was a queryable column. Here, it feels like attributes need to be explicitly declared as metrics or segments. I have checked the attribute definitions in Admin, and they are set to “Interaction” level. Is there a specific configuration step in the Admin console to expose custom attributes for reporting that I am missing? Or do I need to use a different API endpoint like the detailed interactions endpoint instead of the summary endpoint? I want to avoid building a custom solution if the standard reporting tools can handle this. Any guidance on bridging this gap between Zendesk’s field-heavy approach and Genesys Cloud’s attribute-driven model would be appreciated.

2

This is actually a known issue. The standard integration does not map custom ticket fields directly to interaction attributes. You need to use the Genesys Cloud CLI or Terraform to inject these values into the interaction context before reporting.

resource "genesyscloud_routing_utilization" "zendesk_sync" {
 enabled = true
 custom_attribute_mappings {
 source_field = "priority_score"
 target_attr = "priority"
 }
}

Ensure your deployment pipeline pushes this config. The analytics API requires explicit attribute mapping for custom data. Without this, reports will show null values for those fields. Check the CLI output for validation errors.