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Zendesk

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Find urgent Zendesk tickets with no Azure DevOps work item
Report
Cross-Connector

Find urgent tickets engineering has not picked up

For operations teams who want urgent Zendesk tickets checked for an Azure DevOps work item, by asking their AI assistant.

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Find urgent Zendesk tickets with no Azure DevOps work item
Which urgent open Zendesk tickets from the last 7 days have no Azure DevOps work item?
11 urgent tickets are open. 4 have no work item that I can find. - Ticket 4577 Contoso Ltd, order export fails: no link found - Ticket 4581 Northwind Traders, SSO loop: no link found - 2 more with no link - Tracked: 7 tickets, 5 confirmed and 2 possible No link found does not prove nothing exists. Want the 4 with their requesters?
Zendesk
Sample figures. Your results come from your own account.
zendesk-get-ticket
azure-devops-get-work-item
azure-devops-get-work-item-comment

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

Urgent tickets slip through with no engineering owner

Urgent customer tickets go unnoticed when nobody checks whether engineering has a work item for them. The check means listing urgent tickets in Zendesk and then searching Azure DevOps for each one by hand.

Without PopdockAI

  • Filter urgent open tickets in Zendesk
  • Search Azure DevOps for each ticket number
  • Read comments to confirm the link
  • Find the gap when the customer chases

With PopdockAI

  • Recent urgent open tickets are listed
  • Azure DevOps is checked for a work item for each one
  • Matches are marked confirmed or possible
  • Batch limits are stated 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:** List open Zendesk tickets of priority `{priority}` (default urgent) created in the last `{lookback-days}` days (default 14) that have no Azure DevOps work item tracking them.

**Step 1: List the tickets (zendesk server)**

Call `zendesk-get-ticket` with `priority` set to `{priority}`, `created.from` set to the date `{lookback-days}` days ago, and `type` left unset. Keep only tickets whose status is new, open or pending.

**Step 2: Look for engineering work (azure-devops server)**

For each ticket, call `azure-devops-get-work-item` with `title.contains` set to the ticket id. If that finds nothing, call it again with `title.contains` set to the most distinctive words of the ticket subject. A title match is "possible tracking"; no match is "untracked".

For tickets with a possible match, call `azure-devops-get-work-item-comment` with `work-item-id` set to the work item id and check whether the ticket id appears. If so, upgrade to "confirmed tracking".

**Step 3: Report**

Table of the untracked tickets first: ticket-id, subject, status, requester-email, organization-name, created-date. Then a shorter table of tickets with possible or confirmed tracking and the work item id and state. End with counts of each group.

**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 tickets match the filters, say so and stop.
* Not every ticket needs a work item; say that "untracked" means no link was found, and do not recommend filing anything.
* If more than 30 tickets match, process the 30 most recent and say how many were skipped.

Who it's for

One answer, three teams that use it

Support managers

Find urgent tickets nobody is fixing

See which urgent tickets have no work item behind them, so you can raise them with engineering before they age.

Which urgent Zendesk tickets opened this week have no Azure DevOps work item?

Engineering managers

Close the gap between support and the backlog

Check that every urgent customer issue is tracked in Azure DevOps, with uncertain matches clearly marked.

List urgent open Zendesk tickets from the last 14 days and whether each is tracked in Azure DevOps.

Escalation managers

Run a daily untracked ticket check

A quick daily pass shows which urgent tickets still need an engineering owner, before customers have to ask.

Show me urgent Zendesk tickets from the past 3 days that I still need to raise with engineering.

How it works

What PopdockAI does when you ask

You choose how far back to look, and your AI assistant checks each urgent Zendesk ticket against Azure DevOps. It reports the gaps honestly and changes nothing.

01

Ask

You give how far back to look.

Your AI tool

02

Read

It lists recent urgent open Zendesk tickets.

zendesk-get-ticket

03

Check

It searches Azure DevOps for a work item tracking each one.

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

04

Report

You get tracked and untracked tickets, with each match marked confirmed or possible.

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

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.
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.
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

Urgent tickets get an owner before the customer chases

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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.

Join forward-thinking companies that are transforming their operations with intelligent, secure AI automation.

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