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Need some clarifications in enabling Redwood Helpdesk

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Summary:

Hi Team, we are starting implementation of Redwood helpdesk. However there are few requirements which I am not sure If it is feasible in Redwood heldpesk. Please can someone clarify me.

  1. Is it possible to configure a telephone channel so that employee can dial that number and create/update the helpdesk ticket through that and even talk to agent?
  2. If so, how agent can validate the user calling?
  3. In classic, we have Relationship where agents can merge other SRs, is it possible in Redwood to avoid duplicate helpdesk tickets being created?
  4. Is it possible to import helpdesk tickets, update contacts, team members etc. ? Dont see import option in UI.
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