How do I correctly to map Zendesk ticket tags to Genesys Cloud disposition codes in analytics?
We are migrating our support operations from Zendesk to Genesys Cloud. In Zendesk, we relied heavily on ticket tags like ‘billing_issue’ or ‘technical_glitch’ for our monthly performance reports. These tags were simple strings applied by agents at the end of a chat or email interaction.
In Genesys Cloud, we are trying to replicate this logic using disposition codes. However, the reporting dashboard shows a significant gap in data granularity. The disposition codes seem to be tied strictly to the interaction outcome rather than the specific issue type. We need to report on issue frequency, not just resolution status.
When we try to use the Interaction API to push historical tag data into custom attributes, we get a 400 Bad Request error on the POST /api/v2/interactions endpoint. The error message states that the attribute schema does not match the expected type.
How do others handle this transition? Are we missing a specific configuration step in the admin console to allow custom attributes to mirror Zendesk tags for reporting purposes? We need a clean way to visualize this data without rebuilding our entire reporting structure from scratch.