I'm unclear as to why the data action is failing; generally it has to do with a mismatch between phone number formatting in the search string and the way phone numbers are stored within Zendesk. That said, based on the call flow you've posted, it doesn't look like you'd need the data action anyways. It doesn't appear that you're adding the contact ID you're returning to the set participant data step in the call flow, and the contact ID isn't needed for the new ticket screenpop. You should just be able to use the set participant data step to set your screenpop attributes, then let the client handle things.
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Richard Schott
Genesys - Employees
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Original Message:
Sent: 08-15-2019 00:47
From: Jin Huey Boey
Subject: Zendesk Data Action
Hi all,
I am currently doing a Zendesk Data Action - Screen Pop of New Ticket Creation as well as Contact Details on Zendesk. PureCloud will be sending over phone number over to Zendesk for screen pop.
Am struggling to find why in Architect that the following configs doesn't work.
#ArchitectureandDesign
#Integrations
#Unsure/Other
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Jin Huey Boey
ITApps Sdn Bhd
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