Here are some common issues that can lead to this problem:
Check if there's a value for the field in the media viewer
SnapCall may not detect the information from the media due to the following reasons:
Poor media quality: If the network is unstable during recording, the media may have noise, making it unreadable for the AI. If customers often record in areas with unstable networks, recommend uploading a pre-recorded file via SnapCall instead.
Inability to clearly detect data: If SnapCall can't detect the data, try adding more context to the dedicated prompt to help the AI extract the needed information.
Verify the ticket ID: Ensure that the ticket ID you want to populate matches the one selected in SnapCall when setting up the flow. When selecting a custom field, SnapCall also provides the field ID, which you can use to verify it in the CRM.
Check the custom field in the CRM
Make sure the field you're trying to populate is editable by agents and doesn't have any restrictions.
Make sure the data extracted is compatible with the field type. For example, if you try to add a string in a Date type of field, Zendesk might block SnapCall from adding the value there.
If fields are mandatory to create or update a ticket, SnapCall needs to populate all of them at the same time to make sure this is succesfull. When you create your Flow, make sure all mandatory field are configured into it so that SnapCall can add them to your ticket.
Review ticket closure or creation rules: If you have set rules (e.g., mandatory fields for ticket closure), test whether the issue persists when these rules are deactivated.
Contact support
If none of the above resolves the issue, please submit a support ticket with the following details:
Your media URL
Your CRM custom domain or related identifier
The Flow URL