When you connect with an incoming customer call, the screen will change to show the active conversation. The left pane shows details about the call. You can take notes in the middle pane. The right pane shows customer details and any active tickets.
You can create a new ticket for the current conversation by clicking Create Ticket, or associate the conversation with a previous ticket by clicking the Associate Conversation button next to one of the active tickets in the right pane. When the ticket is associated, you can view the entire past conversation history to gather more context.