Available only to agents with “Talk - Partner Edition” seats (see zendesk.com/talk/pricing ).
The OneReach Communication Studio product allows for people of varying technical ability to create highly integrated communication workflows through a drag-and-drop interface. One of the elements that you can drag-and-drop is a Data Source that allows you to make an API call to any open system. In this case, you can use the OneReach Data Source tool to query your Zendesk account based on the phone number of the person you are communicating with, and pass their End User ID to Zendesk to ascertain if they have a support ticket, what the priority is, etc.
By using this integration, you can build rich, personalized, contextual automated communication experiences such as inbound IVRs or outbound SMS alerts and notifications.