Anyone free to help troubleshoot this persistent authentication failure during our Zendesk-to-GC migration project. We are attempting to replicate our legacy Zendesk ticket update workflow by pushing data to the Genesys Cloud Interaction API (/api/v2/interactions). The Zendesk side uses a simple OAuth2 bearer token that worked flawlessly for years, but the Genesys Cloud endpoint returns a 401 Unauthorized error immediately. The error payload indicates invalid_token, even though the same token successfully authenticates against the /api/v2/users/me endpoint. This discrepancy is confusing because the token scope includes interaction:write and user:read, which should be sufficient for creating and updating interactions. We are using the Python SDK version 1.42.0, and the request headers match the documentation examples exactly.
The environment is a standard Genesys Cloud organization in the US-East region, and we are migrating from a Zendesk Suite Advanced instance. Our goal is to map Zendesk ticket fields directly to Genesys Cloud interaction custom attributes. The Zendesk webhook sends the data, and our middleware attempts to POST it to GC. The failure happens on the very first API call in the sequence. We have verified the Organization ID and API Key/Secret are correct by testing them in Postman, where the request succeeds. However, when executed via our Python script running in the same timezone (Europe/Paris), the 401 error persists. This suggests a potential issue with how the SDK handles token refresh or header formatting compared to manual HTTP requests.
We suspect the issue might be related to the specific scope requirements for the Interaction API versus the User API. In Zendesk, a single token often covered multiple resource types, but Genesys Cloud seems more granular. Could this be a known limitation of the Python SDK when handling multiple scopes simultaneously? Or is there a specific permission set in the Admin Console under Security > API Credentials that we might have missed? Any insights into why a valid token for user endpoints fails for interaction endpoints would be greatly appreciated. We are eager to finalize this migration step and move on to the reporting layer.