I'd like a way for my agents to operate this way:

1)  Incoming call activates a ScreenPop.

2)  If phone number matches a number in the database and any tickets exist for that company, show those ticket references (links) in the ScreenPop, allowing the agent to jump into an Open ticket if one exists for the issue.

3)  If no ticket exists, then from the ScreenPop, the agent can populate fields like "Classification", "Priority", "Description", etc. and, when the call concludes, a ticket is [auto-]created in the system.

If #3 is not possible, then is #2 at least possible?

While the support team uses Vonage for calls now, that's irrelevant as I will change systems if required so that we can create this integration with Zoho Desk.

Thank you.