What is the correct way to handle Zendesk macro-to-GC script mapping?

What’s the best way to migrate Zendesk macros that rely on dynamic ticket tags into Genesys Cloud Agent Scripts? We are mapping legacy workflows, but the standard script variables do not seem to capture the same contextual data as Zendesk’s dynamic content blocks.

Environment: Genesys Cloud EU-West. The scripts load correctly in Architect, but agents report missing context during voice interactions. Is there a specific data action required to bridge this gap?

Make sure you configure a Data Action to fetch the Zendesk ticket details via API before the script renders. The standard variables won’t pull dynamic tags automatically.

Use the HTTP Request block in Architect to query the Zendesk API. Pass the ticket ID from the interaction context. This ensures the script loads the correct dynamic content for the agent.