On detecting the system event associated with an agent answering an inbound call, the telephony system can display the Zendesk user profile of the caller to the agent in Support. The agent can then look up the caller's existing tickets or create a ticket.
The flow consists of making requests to retrieve the Zendesk user id of both the caller and the agent, then making a request to the Talk API to display the caller's user profile for the agent in Support.
Retrieve the caller's Zendesk user id. See Retrieving the Zendesk user id of a caller in this guide.
Retrieve the agent's Zendesk user id. See Retrieving the Zendesk user id of a call-center agent in this guide.
Use the user id of the agent and caller in a Talk API request to open the caller's user profile in the agent's browser:
See Open a user's profile in an agent's browser in the Talk API docs.