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Find Freshdesk tickets that have no BugHerd bug
For support leads who ask their AI assistant which recent tickets have no bug logged in BugHerd.
On this page
Connector
Connect Freshdesk, pick your AI tool and paste the prompt.
The problem
Customer problems with no bug get forgotten
Support leads compare the Freshdesk queue with BugHerd by hand to see which customer problems have a bug logged. Tickets with no bug get forgotten, and bugs that point at a ticket nobody can find are easy to miss.
Without PopdockAI
- Scan recent tickets in Freshdesk
- Search BugHerd for each ticket reference
- Chase bugs that cite tickets you cannot find
- Lose track of what was never logged
With PopdockAI
- Recent tickets and project tasks are read together
- Tasks are joined to tickets on the external ID, ignoring a leading hash
- Tickets with no task and tasks with unknown tickets are listed
- Nothing is changed in either system
The prompt
Use this prompt
Copy it into any AI tool connected to PopdockAI. Swap the values in braces for your own.
**Objective:** Find Freshdesk tickets created in the last {lookback-days} days (default 14) that have no matching BugHerd task, and BugHerd tasks that point at a ticket which cannot be found, for BugHerd project {project-id}.
**Step 1: Read the tickets (Freshdesk server)**
Call `freshdesk-get-tickets` with `created-at.from` set to today minus the lookback, and `type` set to {ticket-type} if given (default: do not filter by type). Keep `ticket-id`, `subject`, `status`, `priority`, `requester-email`.
**Step 2: Read the tasks (BugHerd server)**
Call `bugherd-get-tasks` with `project-id` {project-id} and no other filter. Keep `task-id`, `task-number`, `title`, `status`, `severity`, `external-id`.
**Step 3: Join**
Match each ticket to a task where the task `external-id` equals the ticket `ticket-id` (compare as text, ignore a leading "#"). A task whose `external-id` is empty cannot be matched this way: list those separately.
**Step 4: Report**
Three tables: tickets with no task (ticket-id, subject, status, priority); tasks whose `external-id` is not in the ticket list (task-number, title, external-id, note that the ticket may simply be older than the lookback); matched pairs (ticket-id, task-number, ticket status, task status). End with counts.
**Rules & Guidelines:**
* `freshdesk-get-tickets` is on the Freshdesk server; `bugherd-get-tasks` is on the BugHerd server.
* Do not call any write tool on either server: nothing from the add-, update-, delete-, move-, reply- or note families, including `freshdesk-add-ticket-note`, `freshdesk-reply-to-ticket`, `freshdesk-update-ticket`, `bugherd-add-task`, `bugherd-update-task` and `bugherd-add-comment`.
**Validation:**
* If either server returns nothing, say so and report only the other side.
* If a call fails because a server is not connected or the tool is inactive, say which and stop.Who it's for
One answer, three teams that use it
Support team leads
Make sure every bug report is logged
Tickets with no BugHerd task are listed, so you can log the missing bugs before the customer chases.
Which Freshdesk tickets from the last 7 days have no task in the Contoso Portal BugHerd project?
Developers
Find bugs whose ticket has gone missing
Tasks that point at an unknown ticket are flagged, so you can confirm the reference before closing the loop with the customer.
List BugHerd tasks in the Fabrikam Store project whose ticket reference does not match any Freshdesk ticket.
Product managers
See how many customer issues have a bug
Counts of matched pairs and gaps give you a quick read on how well customer problems reach the backlog.
How many Freshdesk problem tickets from the last 30 days have a BugHerd task in the Northwind Web project?
How it works
What PopdockAI does when you ask
You name a BugHerd project and a look back period, and your AI assistant matches tickets to tasks. If one side returns nothing it reports the other side only.
01
Ask
You name a BugHerd project, the days to look back and optionally a ticket type.
02
Read
It pulls recent Freshdesk tickets and the BugHerd tasks for the project.
03
Join
It matches each task's external ID to a ticket ID and sets aside tasks with none.
04
Report
You get tickets with no task, tasks with an unknown ticket, matched pairs and counts.
What PopdockAI provides
The tools behind the answer
Ready made tools for Freshdesk and one secure connection to your AI tool. No code, no exports.
bugherd-get-tasks
freshdesk-get-tickets
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
No customer problem slips between support and development
Related use cases
More ways to put this data to work
One prompt template with infinite possibilities.
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