Could someone explain the specific field mapping requirements for the externalReferenceId when migrating legacy Zendesk ticket comments to Genesys Cloud Interactions? We are currently in the final phase of our Zendesk-to-Genesys Cloud migration project, and the digital channel history import is failing consistently. In Zendesk, each comment had a unique comment_id that we intended to map directly to the externalReferenceId in the Genesys Cloud Interactions API payload.
The POST request to /api/v2/interactions is returning a 400 Bad Request error with the message: “Invalid field mapping for externalReferenceId”. The JSON body includes the correct type set to chat, and we have verified that the externalReferenceId values are unique strings matching our Zendesk ticket IDs. Despite this, the API rejects the payload immediately. We are using the standard Genesys Cloud API v2 endpoints as documented for interaction creation, but the validation seems stricter than expected compared to the Zendesk API behavior we are accustomed to.
Our environment is set up in the us-east-1 region, and we are using the latest Genesys Cloud SDK version 2.0.1 for Python. The migration script processes batches of 50 interactions at a time. We have already checked the Architect flow configurations, and the digital channel setup appears correct with no obvious validation rules blocking the import. The error occurs before any flow logic is triggered, suggesting a schema or permission issue at the API level rather than a configuration error within the flow itself.
We need to preserve the historical context from Zendesk tickets to ensure agent continuity during the transition. Any insights into the correct format for externalReferenceId or common pitfalls when mapping Zendesk data structures to Genesys Cloud Interactions would be greatly appreciated. We are eager to resolve this quickly to meet our migration deadline and ensure a smooth handover for our support teams.