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Genesys Zendesk Integration: Participant Data Mapping

  • 1.  Genesys Zendesk Integration: Participant Data Mapping

    Posted 06-05-2025 19:22

    Orion_Rapp | 2022-05-28 20:37:34 UTC | #1

    I'm a developer at Avtex working on a client using the Genesys Cloud integration for ZenDesk.

    According to the documentation, we should be able to pull Participant Data from an interaction and map it to a ZenDesk ticket field: https://help.mypurecloud.com/articles/interaction-attributes-in-genesys-cloud-for-zendesk/ Participant.{CustomFieldName}

    However, when write participant data to an interaction and map the field, no data gets mapped.

    I can see in the Interaction Details, the Particpant Data:

    TestKey: "TestValue"

    But when I try to map Participant.TestKey to a ZenDesk form field, it doesn't come over.

    Our plan is to write a lot of custom information about interactions via the flows that ZenDesk can then consume. Queue names and other generic fields are mapping correctly in ZenDesk via the integration.

    What am I missing?

    John_Carnell | 2022-06-06 14:38:42 UTC | #2

    Hi Orion,

    This forum is generally used for answering questions about the Genesys Cloud platform APIs and the development tools like the SDKs, CLI and CX as Code. I would recommend you post your question over to our Genesys Cloud Community forum as questions around the Genesys Cloud Scripting and Architect Flows are usually better answered there.

    Thanks, John Carnell Manager, Developer Engagement

    system | 2022-07-07 14:39:34 UTC | #3

    This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.

    This post was migrated from the old Developer Forum.

    ref: 14921



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