Currently, our customer is moving to a new switchboard provider.
They are writing an app to be able to integrate with Freshdesk, I sent them information about the API documentation, but they can’t find information about when a customer calls, will pop-up automatically a new ticket with a new tab browser. Can you help me?
Hey @Bang_Le
Welcome to the Freshworks Developer Community! 
If I understand it correctly, the custom app is used to initiate and manage calls?
You can find details about app building on Freshdesk here - Your First App
And you could use Interface method to navigate to a specific ticket from the app, if that resolves your query of opening ticket.
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