I’m trying to figure out why the Genesys Cloud Workforce Management API returns a 409 Conflict error when attempting to migrate Zendesk Support Teams into Genesys Cloud Groups via the bulk import endpoint.
We are currently transitioning our support structure from Zendesk to Genesys Cloud. The goal is to map Zendesk Teams directly to GC Groups to preserve existing routing logic. The migration script uses the /api/v2/wfm/groups endpoint. When the script attempts to create a group that corresponds to an existing Zendesk Team, the API rejects the request with a conflict error, even though the group name is unique within the Genesys Cloud instance.
The error payload is as follows:
{
"message": "Resource conflict: Group with this external ID or name already exists in the system context.",
"status": 409,
"code": "resource_conflict"
}
This is puzzling because we are running this in a clean sandbox environment with no pre-existing groups. The Zendesk side uses simple text identifiers for teams. Is there a hidden constraint in Genesys Cloud regarding group naming conventions or external ID mapping that differs from Zendesk’s flexible team structure? We are using the latest Python SDK for the migration script.