Apps framework - Talk events


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  • Christopher Kennedy
    Zendesk Developer Advocacy

    Hi James,

    There isn't an apps framework event that detects inbound calls.  But there are some native behaviors that might be helpful to leverage.  When an agent accepts an inbound call, a ticket is created (with the caller set as the ticket's requester) and opened in the agent's browser.

    You can use that fact to create a ticket sidebar app that loads your internal web app within the Zendesk ticket sidebar app's iframe.  Your app would be able to use ZAF Client APIs to check the the source of the ticket to determine whether it was created via an inbound call.  It's also possible to get the caller data by retrieving the ticket's requester.



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