- Environment: Genesys Cloud EU1 (eu1.genesys.cloud), Zendesk Professional Edition
- Migration Tool: Custom Python script using Zendesk API v2 and Genesys Admin API v2
- Auth Provider: Okta SAML 2.0
- Error:
400 Bad Request-InvalidSamlAssertionfrom/api/v2/auth/saml/metadata
Trying to understand why our SAML SSO configuration keeps rejecting the assertion during the final phase of the Zendesk to Genesys Cloud migration. In Zendesk, we had a very straightforward SAML setup where the NameID format was emailAddress. The migration plan involved keeping the same IdP (Okta) but updating the SP metadata in Genesys Cloud.
The issue arises when we try to validate the SAML response. The Genesys Cloud admin console shows the IdP as “Provisioned” but agents are getting kicked out immediately upon login with a generic “Authentication Failed” error. The debug logs in Okta show the SAML assertion is being sent successfully with the correct attributes, including mail and given_name. However, the Genesys side seems to be dropping the connection.
I checked the /api/v2/auth/saml/attributes endpoint and noticed that the login attribute is mapped to mail. In Zendesk, the email was the primary key for user lookup. Is there a specific requirement for the NameID format in Genesys Cloud that differs from Zendesk? Zendesk accepted emailAddress without issue, but Genesys seems to expect persistent or unspecified based on some forum posts I’ve read.
Also, the audience restriction in the SAML assertion must match the ACS URL exactly. I am using https://login.eu1.genesys.cloud/saml/acs but I suspect there might be a subtle difference in how the entity ID is handled compared to the Zendesk integration. Any insights on how to properly map the Zendesk SAML attribute statements to Genesys Cloud user fields to avoid this 400 error? The migration is blocked until this is resolved.