Caller lookup console for Aircall calls and Zendesk tickets

Build me a caller lookup console my support agents keep open all day. When the phone rings they type a number, an email, or a name into one search box and immediately see who the person is and everything we have already discussed with them, across both our phone system and our helpdesk. This is a human-driven lookup and browse surface used mid-conversation, not an automation that runs on its own.

The landing view is a single prominent search box with a hint that agents can paste a phone number, an email, or a name. Detect what was typed: if it looks like a phone number, normalize it to E.164 before searching; if it contains an @, treat it as an email; otherwise treat it as a name. Resolve the caller's identity with Aircall Search Contacts, which searches contacts by phone number or email. If several contacts match, show a short disambiguation list with name, company, and numbers so the agent picks the right person, then go straight to the result screen. Keep the last few lookups in a recent-searches list so an agent can jump back to a caller they just handled.

The result screen has an identity header across the top with the caller's name, company, email, and phone numbers from the matched Aircall contact, plus a copy button on each value. Below the header, lay out two panels side by side: the call timeline on the left and the Zendesk ticket history on the right. The point of the app is that these two sit on one screen, so an agent never alt-tabs between the phone tool and the helpdesk.

The left panel is a reverse-chronological timeline of every call with this person, built from Aircall Search Calls filtered by the caller's phone number, newest first. Each row shows direction (inbound or outbound), the date and time, duration, which teammate handled it, and any tags already on the call. Load a page at a time and give the agent a way to load older calls. Aircall pages 1 to 50 records at a time and caps call and contact search at 10,000 records overall, so page rather than trying to pull the whole history at once, and let the agent set how far back the timeline reaches.

Any call row expands inline to a detail area. Use Aircall Retrieve a Call for the full record, then fill three collapsible sections: a recap from Retrieve Call Summary, the mood of the conversation from Retrieve Call Sentiments, and the word-for-word transcript from Retrieve Call Transcription. Render the transcript readably with speaker labels and timestamps, and make it scrollable inside the panel rather than pushing the timeline off screen. Fetch these only when a row is actually expanded, so opening the console does not pull transcripts for every call.

Important: Conversation Intelligence is a paid Aircall add-on and those three endpoints return a permission error when a workspace does not have it. Feature-detect once, cache the answer for the session, and if the add-on is missing hide the recap, mood, and transcript sections entirely. The call timeline, the ticket panel, and every action must keep working normally. Agents should never see a raw permission error, and the console should not look broken. Treat a permission error on any individual call the same way: fall back quietly to the call metadata we do have.

The right panel is the same person's Zendesk history. Resolve them with Zendesk Search Users, which searches users by name, email, phone, or external ID, using the email from the Aircall contact first and falling back to the normalized phone number and then the name. Once resolved, list their tickets with Zendesk Search Tickets, showing status, subject, priority, and last updated date, with open tickets pinned to the top. Clicking a ticket opens the detail via Zendesk Show Ticket in a side sheet with the description and current state. If no Zendesk user matches, say so plainly in the panel and still offer to create a ticket.

From the console the agent can take four actions without leaving the screen. Create a Zendesk ticket with Create Ticket, pre-filled from the selected call's recap as the description, a subject drawn from it, and the resolved Zendesk user as requester, with everything editable before submitting. Tag the selected call with Tag a Call, offering the workspace's existing tags from List Tags in a picker. Leave context for the next agent on the call with Comment a Call. Ring the customer back with Start an Outbound Call, letting the agent pick which teammate places the call from List Users and which of our numbers to call from from List Numbers. After any action, refresh the affected panel so the new tag, note, or ticket shows up immediately.

Normalize every phone number to E.164 before comparing anywhere in the app, so the same customer is never split across formats like (415) 555-0100, 415-555-0100, and +14155550100. Display numbers in a friendly format but always match on the normalized value. Keep the whole surface fast and calm: skeleton loaders while panels fill, clear empty states when someone has no call history or no tickets, and independent loading per panel so a slow ticket search never blocks the call timeline. Agents use their own connected accounts, so each person sees the calls and tickets they have access to.