What changed
Administrators can now authenticate Zendesk data actions with the OAuth client credentials grant. Before this, Zendesk data actions used API tokens only. Genesys positions the option for new Zendesk integrations and as a migration path for existing ones before Zendesk deactivates API tokens, so data actions keep working.
Vendor documentation (opens in a new tab)Why it matters
Flows, scripts and bots that look up or update Zendesk tickets through data actions will fail once Zendesk turns off API tokens. Moving them to OAuth now avoids a sudden break in screen pops, ticket creation and self-service lookups.
CxCave practical context
Who should care
- Administrators
- Developers
Implementation considerations
PLANNING RECOMMENDEDFind Genesys Cloud integrations that use Zendesk API tokens, set up an OAuth client in Zendesk, switch the data actions over, and retest the flows and scripts that depend on them. Check Zendesk's own timeline for API token deactivation.
CxCave recommendation, not a vendor mandate unless explicitly stated.