Trying to understand the best way to handle GDPR data masking during our Zendesk to Genesys Cloud migration.
We are currently moving from Zendesk Support to Genesys Cloud.
The goal is to map legacy ticket comments to Genesys Cloud interaction notes.
In Zendesk, we used a simple regex script to mask PII in ticket bodies.
We assumed Genesys Cloud would have a similar ‘mask on save’ feature for digital channels.
We tried enabling ‘Mask PII’ in the Digital Engagement settings.
However, the existing historical data imported via the Customer Interaction API is not being masked.
The API response shows the raw text.
We are seeing a mismatch in compliance reports.
Zendesk showed masked data.
Genesys Cloud shows raw PII in the interaction history.
This is a critical blocker for our launch.
We need to ensure all imported interactions comply with GDPR.
Is there a bulk update tool for this?
We tried using the API to update individual interactions.
We got a 409 Conflict error.
The error message says the interaction is locked by the system.
We are using the latest SDK for Python.
We are in the EMEA region.
We need a solution that does not break the audit trail.
Manual editing is not an option.
We have over 10,000 interactions to migrate.
Can we trigger a re-evaluation of the PII rules?
Or do we need to delete and re-import?
Deleting seems risky for compliance logs.
We want to keep the audit trail intact.
Any advice on how to handle this specific migration edge case?
We are stuck on this step.
We need to map the Zendesk masking logic to Genesys Cloud.
But the native tools seem to only apply to new data.
This feels like a gap in the migration path.
We expected a smoother transition.
Zendesk made this easy with tags.
Genesys Cloud seems more rigid.
We are open to any workarounds.
Even if it requires a custom script.
Just need to avoid the 409 error.
Thanks for the help.