Looking for advice on resolving a persistent 400 Bad Request error when attempting to sync historical timecard data from Zendesk to Genesys Cloud Workforce Engagement (WFM).
We are currently migrating our support operations from Zendesk to Genesys Cloud, and while the initial agent provisioning and skill mapping have been successful, we are hitting a wall with the historical schedule and timecard data import. The goal is to preserve the last six months of agent availability and worked hours for reporting continuity.
The migration script uses the WFM Timecards API (POST /api/v2/wfm/timecards) to create timecard entries based on Zendesk’s agent ticket handling logs. When the payload includes a shiftId that corresponds to a manually created schedule in Genesys WFM, the API returns a 400 error with the message: Validation failed: shiftId does not exist or is not accessible for the specified agent.
Here is the breakdown of the environment and steps taken:
- Environment: Genesys Cloud US1, WFM Module enabled.
- Zendesk Data: Exported CSV containing agent IDs, start times, end times, and status (mapped to Genesys availability codes).
- Mapping Logic: We mapped Zendesk’s ‘Online’ status to Genesys’ ‘Available’ and ‘Away’ to ‘Break’. The agent IDs are correctly matched via email addresses.
- Error Details: The 400 error occurs specifically when the script tries to link a timecard entry to a shift that was imported via the Schedule API. Interestingly, if we create a new shift directly in the WFM UI and use that
shiftId, the timecard creation succeeds.
The Zendesk workflow was much more forgiving with time tracking, allowing agents to log hours without strict shift adherence. Genesys Cloud’s rigid structure requires every timecard entry to be tied to a valid shift. We suspect the issue might be related to the timezone conversion between Zendesk’s UTC timestamps and the local timezone configured in Genesys WFM, or perhaps a permission issue with the service account used for the API calls.
Has anyone successfully migrated historical timecard data from Zendesk to Genesys WFM? Are there specific prerequisites for shift creation that we might be missing in the API payload? Any insights on how to handle the timezone discrepancies would be greatly appreciated. We are trying to avoid manual entry for hundreds of agents.