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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.
On this page
Connector
Connect Zendesk, pick your AI tool and paste the prompt.
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.
**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.
02
Read
It lists recent urgent open Zendesk tickets.
03
Check
It searches Azure DevOps for a work item tracking each one.
04
Report
You get tracked and untracked tickets, with each match marked confirmed or possible.
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.
zendesk-get-ticket
azure-devops-get-work-item
azure-devops-get-work-item-comment
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
Urgent tickets get an owner before the customer chases
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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