Just noticed that custom Zendesk ticket fields are returning null values when mapped in the Genesys Cloud Architect flow during our migration test.
We are using the /api/v2/integrations/zendesk/tickets/{ticketId} endpoint to pull data into the bot context. The standard fields like subject and description map correctly, but our custom ‘priority_level’ field consistently returns null. In Zendesk, this field is an integer type (1-4), but the Genesys integration documentation suggests it might need specific JSON formatting. We have verified the field ID matches exactly. The Architect flow step shows no errors, just empty variables. Is there a specific configuration in the Zendesk integration settings to expose custom metadata, or do we need to use a different API call for custom fields?