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  • 1.  Anyone using BMC Helix + Genesys integration?

    Posted 8 days ago

    Hi everyone 👋

    I'm curious - is anyone here using BMC Helix for ticketing / incident management / IT-service-desk workflows?

    I'm particularly interested if you've integrated Helix with Genesys Cloud or any Genesys solution - whether for incident management, knowledge management, or customer support workflows.

    Any learnings or challenges you faced.

    Regards

    Phaneendra


    #API/Integrations

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    Phaneendra
    Technical Solutions Consultant
    Monash University
    Australia
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  • 2.  RE: Anyone using BMC Helix + Genesys integration?

    Posted 8 days ago

    Hello Phaneedra, 

    I would be interested in what the rest of the community has to say, I know that we don't really have BMC Helix integrations on our end. 

    Cheers, 



    ------------------------------
    Cameron
    Online Community Manager/Moderator
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    Original Message


  • 3.  RE: Anyone using BMC Helix + Genesys integration?
    Best Answer

    Posted 8 days ago

    Thanks for the reply Cameron!

    I know Genesys already has native integrations for platforms like ServiceNow and Salesforce, so I'm mainly interested in hearing from anyone who has done a custom API-based integration with other ticketing systems such as BMC Helix, Zendesk, Jira, or Remedy.

    For context:

    • I've already built an MVP syncing BMC Helix Knowledge → Genesys Knowledge using Google Sheets + Apps Script.

    • Now I'm exploring whether we can integrate Case Management by using the ticketing system's REST APIs together with Genesys Custom Data Actions.

    Even if no one has worked with Helix specifically, I'd love to hear from anyone who has integrated Genesys with Zendesk, Jira, Remedy, or any other non-native ticketing tool using:

    • REST APIs

    • OAuth or API keys

    • Create, search, or update ticket workflows

    • Data Actions

    • Agent or bot flows

    Mainly I'm trying to understand what access is needed on the ticketing system side (API user, OAuth client, endpoints) and what you configured on the Genesys side to make it work.

    Any experiences or tips would be greatly appreciated.

    Thanks again.



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
    Monash University
    Australia
    ------------------------------

    Original Message


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