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Find the customers a Bugsnag error has reached
For support and engineering teams who want the Zendesk tickets behind a Bugsnag error, confirmed one by one, by asking their AI assistant.
On this page
Connector
Connect Zendesk, pick your AI tool and paste the prompt.
The problem
Customers never quote the error name
When an error is serious you want to know which customers reported it, but customers never mention class names. Searching Zendesk means guessing their words and reading each ticket to rule out the ones about something else.
Without PopdockAI
- Guess the words customers would use
- Search Zendesk around the error dates
- Read each ticket to rule it in or out
- Count organizations by hand
With PopdockAI
- Search phrases are picked in customer wording
- Only tickets from while the error was active are searched
- Each conversation is read to confirm the match
- Discards are listed with a reason
The prompt
Use this prompt
Copy it into any AI tool connected to PopdockAI. Swap the values in braces for your own.
**Objective:** Find the Zendesk tickets raised by customers hit by Bugsnag error `{error-id}`, using search text `{search-term}` (default: taken from the error's message).
**Step 1: Read the error**
Call `bugsnag-get-error` with error-id `{error-id}`. If nothing comes back, report that the error does not exist and stop. Note the message, error-class, context, project-name, status, users, first-seen-date and last-seen-date.
**Step 2: Choose the search text**
If `{search-term}` was given, use it. Otherwise pick 1 to 3 short fragments a customer would plausibly write in a ticket subject: the visible part of the message, the screen or feature named in context, or the wording the app shows the user. Customers do not write class names, so do not search Zendesk for the error-class unless nothing else is available.
**Step 3: Search Zendesk**
For each fragment, call `zendesk-get-ticket` with `subject.contains` set to the fragment, `created.from` set to the error's first-seen-date and `created.to` set to 2 days after its last-seen-date.
For each ticket returned, call `zendesk-get-ticket-comment` with its ticket-id and confirm the conversation actually describes this failure. Discard tickets where it does not.
**Step 4: Report**
* One line on the error: error-id, error-class, message (trimmed), project-name, status, users affected, first and last seen.
* A table of confirmed tickets: ticket-id, subject, requester-email, organization-name, status, priority, assignee-name, created-date, and one line of evidence from the comments.
* A count of distinct organizations and requesters affected.
* Any tickets you discarded, with the reason, in one line each.
* If no ticket matches, say the error has not reached support in that window and list the fragments you searched.
**Rules & Guidelines:**
* `bugsnag-get-error` is on the bugsnag server. `zendesk-get-ticket` and `zendesk-get-ticket-comment` are on the zendesk server.
* This prompt is read-only. Do NOT call `zendesk-update-ticket`, `zendesk-add-ticket-comment`, `zendesk-add-ticket`, `bugsnag-update-error-severity`, `bugsnag-assign-error` or any other write tool on either server.
* Bugsnag's users count is how many end users saw the error. It is not a count of tickets; report both separately.
**Validation:**
* If the error's users count is high but no tickets match, say that directly. It usually means customers describe it in words the fragments missed, so suggest two alternative fragments.
* If a fragment returns more than 30 tickets, it is too generic. Replace it with a more specific one.
* Pass dates as YYYY-MM-DD.Who it's for
One answer, three teams that use it
Developers
Put names to an error's user count
See which organizations reported an error in Zendesk, kept apart from the Bugsnag user count, before you decide how fast to fix it.
Which customers have raised Zendesk tickets about the Bugsnag login timeout error since Monday?
Support leads
Find everyone to update after a fix
Get the confirmed tickets with requester and status, so you know exactly who to follow up with once the error is resolved.
Find Zendesk tickets that describe Bugsnag error a81c3e in the payments page and list the requesters.
Engineering managers
Weigh an error by customer reach
Count the organizations and requesters an error touched, so prioritization reflects real customers.
How many Zendesk organizations reported the Bugsnag checkout crash this week?
How it works
What PopdockAI does when you ask
You give the Bugsnag error, and your AI assistant searches Zendesk the way customers describe the problem and confirms each ticket. It only reads and keeps its evidence visible.
01
Ask
You give the Bugsnag error, and optionally the text to search.
02
Search
It picks customer wording and searches tickets from while the error was active.
03
Confirm
It reads each conversation and discards tickets about something else.
04
Report
You get confirmed tickets, affected organizations and requesters, and the discards.
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.
bugsnag-get-error
zendesk-get-ticket
zendesk-get-ticket-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
Know which customers an error has reached
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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