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Zendesk

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Assess the Zendesk customer impact of an Azure DevOps work item
Report
Cross-Connector

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.

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Assess the Zendesk customer impact of an Azure DevOps work item
Which customers are affected by Azure DevOps work item 4821? Check Zendesk for the tickets that point at it.
Work item 4821 (Checkout times out on large carts) is linked to 3 Zendesk tickets from 2 organizations. - Ticket 4512: Northwind Traders, open, high priority - Ticket 4530: Northwind Traders, solved - Ticket 4577: Contoso Ltd, open, normal priority - Open tickets: 2 of 3 Want me to check whether any other tickets mention the same error text?
Zendesk
Sample figures. Your results come from your own account.
azure-devops-get-work-item
azure-devops-get-work-item-comment
zendesk-get-ticket

On this page

The problem

The problem

The prompt

Who it's for

How it works

Tools used

Connector

Zendesk

Zendesk
Run it on your own Zendesk data.

Connect Zendesk, pick your AI tool and paste the prompt.

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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.

Prompt
**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.

Your AI tool

02

Read

It reads the work item and its comments and collects the Zendesk ticket numbers.

azure-devops-get-work-item
azure-devops-get-work-item-comment

03

Match

It pulls each ticket and marks linked tickets apart from keyword matches.

zendesk-get-ticket

04

Report

You get the tickets, organizations affected and how many are still open.

Your AI tool

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.

get-data

azure-devops-get-work-item

Returns work items records from the Azure DevOps connector. Use it to read and filter work items across your Azure DevOps projects.
get-data

azure-devops-get-work-item-comment

Returns work item comments records from the Azure DevOps connector. Use it to read and filter work item comments across your Azure DevOps projects.
get-data

zendesk-get-ticket

Returns Zendesk support tickets with their status, priority, requester, assignee, group and organization. Filter by status, priority, assignee, group or dates to find the tickets you need.
Read only.Nothing in Zendesk Changes

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.

How Popdock AI secures your data

The outcome

Know who a bug affects before you set its priority

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Related use cases

More ways to put this data to work

All Ramp use cases

One prompt template with infinite possibilities.

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Your AI assistant adapts its approach, tone, and capabilities to match each unique context while you maintain a single, manageable workflow.

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