DocumentationAPI Reference

Displaying a caller's user profile in Support

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:

  1. Retrieving the caller's Zendesk user id. See Retrieving the Zendesk user id of a caller.

  2. Retrieving the agent's Zendesk user id. See Retrieving the Zendesk user id of a call-center agent.

  3. Using 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:

    POST /api/v2/channels/voice/agents/{agent_id}/users/{user_id}/display.json

    See Open a user's profile in an agent's browser for more information.