What is the correct way to migrate Zendesk custom fields to Genesys Cloud via the Platform API?

NICE CXone API & Integrations
1

What is the standard approach to map our legacy Zendesk ticket attributes to Genesys Cloud interaction attributes during a bulk migration? We are currently using the PUT /api/v2/conversations/{conversationId}/customattributes endpoint to update interaction attributes, but the custom attribute mapping seems to be ignored when the interaction is processed.

We have identified that Zendesk uses a flat key-value structure for custom fields, whereas Genesys Cloud expects a specific type definition within the schema. When we attempt to push the configuration using our migration script (Python 3.9, genesys-cloud-sdk-python v2.1.0), the API returns a 200 OK but the attributes do not appear in the UI or subsequent webhooks.

Steps to reproduce:

  1. Create a new Zendesk custom field named customer_tier.
  2. Map this field to a Genesys Cloud custom attribute of type String in the schema.
  3. Execute the PUT /api/v2/conversations/{conversationId}/customattributes request with the updated data.
  4. Trigger a test interaction and inspect the payload in the Interaction Debugger.

The attribute is missing from the context. Is there a separate API call required to register the attribute definition before referencing it in the interaction? Our timezone is Europe/Paris, and we are seeing this behavior in the eu-west-1 region.

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