Looking for some advice on troubleshooting this migration script failure. We are moving from Zendesk Support Professional to Genesys Cloud (EU1 region). The goal is to map Zendesk ticket tags to Genesys Cloud skills using the WFM API.
The script uses Python 3.9 and the Genesys Cloud SDK. When hitting the endpoint /api/v2/wfm/users/skills, the server responds with:
500 Internal Server Error
The payload looks correct, matching the format used for our previous agent imports. We verified the JWT token has the wfm:user:view and wfm:user:edit scopes. The error occurs specifically when the tag contains special characters like #urgent-support.
Is there a known limitation with special characters in skill names during bulk imports? Or should we sanitize the tags before sending them to Genesys Cloud? We want to avoid manual cleanup if possible.
Any insights on how to handle this mapping efficiently would be appreciated. We are aiming to complete the migration by next week.