SnapCall can automatically populate Zendesk custom fields using information extracted from media, documents, and AI Skills.
By default, SnapCall may update mapped custom fields even if they already contain a value. If you want to preserve existing Zendesk data and only populate empty fields, you can disable the "Overwrite custom fields " option.
This setting ensures that:
Existing values entered by agents are preserved.
SnapCall only fills empty custom fields.
AI-extracted data does not overwrite manually verified information.
Reporting remains consistent when agents are responsible for maintaining certain fields.
How to enable/disable It ?
Log in to your SnapCall workspace > https://app.snapcall.io/
Navigate to Settings > Integrations.
Select your Zendesk integration.
Locate the Overwrite custom fields section.
Enable/disable the option.
