Stuck on mapping Zendesk agent groups to Genesys Cloud Predictive Routing skill groups.
We are migrating a large support operation from Zendesk to Genesys Cloud. In Zendesk, we relied heavily on ticket assignment rules based on agent groups (e.g., ‘Tier-1 Support’, ‘Billing Specialist’). The expectation is that each agent group maps directly to a specific Predictive Routing skill group in Genesys Cloud.
However, when testing the integration via the Zendesk side, tickets assigned to agents are not routing correctly. The Architect flow completes without error, but the interaction ends up in the default queue instead of the targeted skill group.
Environment details:
- Genesys Cloud Platform (US-East-1)
- Zendesk Suite Enterprise
- Integration: Genesys Cloud Zendesk Integration (Version 2.4.1)
- Agent softphone: WebRTC (Firefox 120)
I have verified the skill group assignments in the Genesys Cloud admin console. The agents are correctly added to the respective skill groups. The Zendesk integration configuration shows the correct mapping between Zendesk groups and Genesys skill groups.
The issue seems to occur when the ticket status changes to ‘open’ in Zendesk. The integration triggers the creation of a new interaction in Genesys Cloud. The interaction is created, but the routing logic does not apply the correct skill group. Instead, it defaults to the ‘Unassigned’ queue.
Genesys Docs - Zendesk Integration
The documentation mentions that skill group mapping is handled automatically, but there is no clear guidance on troubleshooting mismatches. I have checked the interaction logs in Genesys Cloud, but the ‘skill group’ field is empty for these interactions.
Is there a specific configuration step in the Zendesk integration settings that I might be missing? Or is this a known limitation when migrating from Zendesk’s group-based assignment model to Genesys’ skill-based routing? Any insights would be greatly appreciated. We are under pressure to complete this migration by next week.