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See which customers a work item affects
For support and engineering leads who want the Zendesk customers behind an Azure DevOps work item by asking their AI assistant.
On this page
Connector
Connect Zendesk, pick your AI tool and paste the prompt.
The problem
The customers behind a bug are buried in Zendesk
Engineering has to decide how urgent a work item is, but the customers who wrote in are in Zendesk. Someone picks ticket numbers out of the work item and opens each ticket by hand, and the open count ends up a guess.
Without PopdockAI
- Read the work item and its comments for ticket numbers
- Open each ticket in Zendesk one by one
- Note the requester and organization by hand
- Guess how many are still open
With PopdockAI
- Every ticket number in the work item and comments is collected
- Each ticket is pulled with requester, organization and status
- Keyword hits are labelled possible, not linked
- Missing tickets are listed and nothing is changed
The prompt
Use this prompt
Copy it into any AI tool connected to PopdockAI. Swap the values in braces for your own.
**Objective:** Work out which customers are affected by Azure DevOps work item `{work-item-id}` by finding the Zendesk tickets that point at it.
**Step 1: Read the work item (azure-devops server)**
Call `azure-devops-get-work-item` with `id` set to `{work-item-id}`. Note title, type, state, priority and url. If nothing comes back, say so and stop.
Call `azure-devops-get-work-item-comment` with `work-item-id` set to `{work-item-id}`. Collect every Zendesk ticket number mentioned in the title, description or comments (for example "ZD 4512", "ticket #4512" or a zendesk.com link).
**Step 2: Read the tickets (zendesk server)**
For each ticket number, call `zendesk-get-ticket` with `ticket-id` set to that number. If none were mentioned, call `zendesk-get-ticket` with `subject.contains` set to a distinctive phrase from the work item title and treat any hits as "possible" matches.
**Step 3: Report**
Give the work item in one line. Then a table of tickets: ticket-id, subject, status, priority, requester-name, requester-email, organization-name, created-date. Finish with the count of distinct organizations affected and how many tickets are still open (status not solved or closed).
**Rules & Guidelines:**
* `azure-devops-*` tools belong to the azure-devops server and `zendesk-*` tools to the zendesk server. Both servers must be connected; if a tool is missing, say which server is not connected and stop.
* This prompt is read-only. Never call `zendesk-add-ticket`, `zendesk-update-ticket`, `zendesk-add-ticket-comment`, `zendesk-make-ticket-comment-private`, `zendesk-add-user`, `zendesk-update-user`, `zendesk-add-organization`, `zendesk-update-organization`, `zendesk-add-organization-member`, `zendesk-add-group`, `zendesk-update-group` or `zendesk-add-group-member`. Azure DevOps has no write tools here.
* Pass `max-records` set to `{max-records}` on every call (default 50 when empty).
**Validation:**
* If no Zendesk ticket is linked, report the work item as having no known customer impact and say how you searched.
* If a ticket number from the work item does not exist in Zendesk, list it as "not found" rather than dropping it.
* Do not infer a customer from a name alone; use the requester email and organization name as returned.
Who it's for
One answer, three teams that use it
Engineering leads
Set priority with the customer count in hand
See the organizations and open tickets behind a work item before triage, instead of guessing from the comments.
Which Zendesk organizations are behind Azure DevOps bug 5132, and how many of their tickets are still open?
Support managers
Track the tickets waiting on a fix
List every ticket tied to a work item with its status and priority, so you know who to update when the fix ships.
List the Zendesk tickets referenced in work item 4977 with their requester and status.
Product owners
Weigh a bug by who it hurts
Know whether a bug touches one customer or many organizations when you order the backlog.
Does Azure DevOps work item 6021 affect more than one Zendesk organization?
How it works
What PopdockAI does when you ask
You give the Azure DevOps work item, and your AI assistant follows its ticket references into Zendesk. Linked tickets and keyword matches are kept apart, and nothing is changed.
01
Ask
You give the Azure DevOps work item id.
02
Read
It reads the work item and its comments and collects the Zendesk ticket numbers.
03
Match
It pulls each ticket and marks linked tickets apart from keyword matches.
04
Report
You get the tickets, organizations affected and how many are still open.
What PopdockAI provides
The tools behind the answer
Ready made tools for Zendesk and one secure connection to your AI tool. No code, no exports.
azure-devops-get-work-item
azure-devops-get-work-item-comment
zendesk-get-ticket
This report is built from Get data tools only. PopdockAI applies the row, field and parameter rules your admin sets, and every query is written to the audit trail.
The outcome
Know who a bug affects before you set its priority
Related use cases
More ways to put this data to work
One prompt template with infinite possibilities.
Your AI assistant adapts its approach, tone, and capabilities to match each unique context while you maintain a single, manageable workflow.
Join forward-thinking companies that are transforming their operations with intelligent, secure AI automation.

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