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Find Zendesk tickets for a Bugsnag error
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Cross-Connector

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.

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Find Zendesk tickets for a Bugsnag error
Which Zendesk customers have reported Bugsnag error 64f1a2 in checkout?
Bugsnag error 64f1a2, payment form fails to load, has reached 4 organizations in Zendesk. - Confirmed tickets: 5, from Contoso, Fabrikam, Northwind Traders and Tailspin Toys - Requesters: 5 distinct people - Bugsnag users affected: 212, which is not a ticket count - Discarded: 2 tickets about a different payment issue Want the confirmed ticket table with evidence?
Zendesk
Sample figures. Your results come from your own account.
bugsnag-get-error
zendesk-get-ticket
zendesk-get-ticket-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

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.

Prompt
**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.

Your AI tool

02

Search

It picks customer wording and searches tickets from while the error was active.

bugsnag-get-error
zendesk-get-ticket

03

Confirm

It reads each conversation and discards tickets about something else.

zendesk-get-ticket-comment

04

Report

You get confirmed tickets, affected organizations and requesters, and the discards.

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

bugsnag-get-error

Returns errors from Bugsnag projects, including severity, status and occurrence counts. Read-only.
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

zendesk-get-ticket-comment

Returns the comments on a Zendesk ticket, both public replies and internal notes, with their author and when they were posted.
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 which customers an error has reached

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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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