Could someone explain why 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/{id} endpoint to push data from Genesys interactions back to Zendesk. In Zendesk, we have a custom field called “Priority Score” which is an integer. In Genesys Cloud, we have a corresponding custom attribute on the interaction.
The Architect flow uses a Data Action to update the Zendesk ticket. The JSON payload looks correct in the trace:
{
"ticket": {
"custom_fields": [
{ "id": 360001234567, "value": 9 }
]
}
}
However, the Zendesk ticket does not update with this value. Instead, it remains null or reverts to the previous value. When checking the Genesys Cloud integration logs, there is no error, just a 200 OK status. But in Zendesk audit log, the field is not touched.
We have verified that the Zendesk API token has the correct permissions (write access to tickets). The standard fields like subject and description update perfectly fine. It seems to be an issue specifically with custom fields.
Is there a specific format required for custom fields in the Genesys Cloud Zendesk integration? Or is this a known limitation with the current version of the integration? We are comparing this to how Zendesk’s own API works, where this payload works perfectly. In Zendesk, you just send the array of custom objects. In Genesys, it feels like it’s dropping the custom_fields array entirely.
Any help would be greatly appreciated. We are trying to ensure a smooth migration and this data loss is a blocker for our QA team. Thank you to the community for your support.