Is there a clean way to map Zendesk custom fields to Genesys Cloud Bot variables during the migration phase? We are currently moving a mid-sized support operation from Zendesk to Genesys Cloud, and the ticket-to-interaction mapping seems to be dropping critical data points.
In Zendesk, we rely heavily on custom fields for routing logic. When attempting to pass these values into the Architect flow via the integration node, the bot fails to recognize the attributes. The error log shows a generic 400 Bad Request at the script node, but it does not specify which field is causing the issue. This is frustrating because Zendesk allows much looser data types compared to the strict schema validation in Genesys Cloud.
We are using the latest version of the Zendesk integration app. Is there a specific transformation step required in the Architect flow to sanitize these inputs before they reach the bot? Or should we be handling this mapping entirely within the Zendesk webhooks? Any practical advice on bridging this gap would be appreciated. We want to avoid rebuilding the entire bot logic from scratch.