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Freshdesk company tickets with Jira status
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Cross-Connector

Check open Freshdesk tickets against Jira in one table

For support leads who want a company's open tickets matched to Jira issues, just by asking their AI assistant.

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Freshdesk company tickets with Jira status
For Freshdesk company 2048, list open tickets and show the Jira issue and status for each. Check the latest 20 tickets.
Northwind Traders has 6 open tickets, 4 with a Jira issue and 2 without one. - Done in Jira, ticket still open: 1042, fix shipped, ticket not yet resolved - High priority, no Jira issue: 1057, report export failing - Escalated, no Jira issue: 1061, SSO login errors - Note: a missing match may only mean the issue does not carry the ticket id Want the full table sorted by priority?
Freshdesk
Sample figures. Your results come from your own account.
freshdesk-get-companies
freshdesk-get-tickets
jira-get-issue

On this page

The problem

The problem

The prompt

Who it's for

How it works

Tools used

Connector

Freshdesk

Freshdesk
Run it on your own Freshdesk data.

Connect Freshdesk, pick your AI tool and paste the prompt.

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The problem

Escalated tickets with no engineering issue slip by

Reviewing a customer's open tickets against Jira means opening each ticket, searching Jira for its issue and noting the status. It is slow, and escalated tickets with no issue are easy to miss.

Without PopdockAI

  • Open each of the company's tickets in Freshdesk
  • Search Jira for an issue that mentions it
  • Note status, assignee and due date by hand
  • Miss the escalations nobody logged

With PopdockAI

  • The company's open tickets are read from Freshdesk
  • Jira is searched for an issue carrying each ticket id
  • A table sorted by priority and due date shows the status
  • Gaps are flagged with the matching habit explained, and nothing changes

The prompt

Use this prompt

Copy it into any AI tool connected to PopdockAI. Swap the values in braces for your own.

Prompt
**Objective:** For Freshdesk company `{company-id}`, list the open tickets and show which have a Jira issue and what state it is in. Look at the most recent `{max-tickets}` tickets (default 20).

**Step 1: List the company's tickets (freshdesk server)**

Call `freshdesk-get-companies` with `company-id` = `{company-id}` to get the company `name` and `account-tier`. If nothing comes back, stop and say the company was not found. Then call `freshdesk-get-tickets` with `company-id` = `{company-id}` and `max-records` = `{max-tickets}` (use 20 when empty). Keep tickets whose `status` is not resolved or closed.

**Step 2: Look each ticket up in Jira (jira server)**

For each kept ticket call `jira-get-issue` with `summary.contains` = the `ticket-id`. Take `issue-key`, `status`, `assignee` and `due-date` from any match. If there is no match, record the ticket as having no Jira issue.

**Step 3: Report**

A table sorted by ticket `priority` then `due-by`: ticket id, subject, ticket status, priority, Jira `issue-key`, Jira `status`, Jira `assignee`. Then list: (a) tickets with a Jira issue that is done while the ticket is still open, (b) high priority tickets with no Jira issue, (c) tickets that are `escalated` with no Jira issue.

**Rules & Guidelines:**

* `freshdesk-get-companies` and `freshdesk-get-tickets` are on the freshdesk server; `jira-get-issue` is on the jira server.
* Read only. Never call `freshdesk-update-ticket`, `freshdesk-add-ticket-note`, `freshdesk-reply-to-ticket`, `jira-add-issue`, `jira-update-issue` or `jira-assign-issue`.
* Matching on the ticket id in the Jira summary is a convention. Say that a missing match may only mean the issue does not follow it.

**Validation:**

* If the company has no open tickets, say so and stop.
* If a ticket matches more than one Jira issue, list all of them in that row.

Who it's for

One answer, three teams that use it

Support team leads

Find escalations with no Jira issue

High priority and escalated tickets with no issue are listed, so you can get them logged today.

Which open Freshdesk tickets for company 3110 are escalated but have no Jira issue?

Support agents

Update customers when the fix is done

Tickets whose Jira issue is done while the ticket is still open are flagged for follow up.

For Freshdesk company 2048, which open tickets have a Jira issue that is already done?

Engineering managers

See customer tickets behind your issues

Assignee and due date beside each ticket show where a customer is waiting on your team.

List open tickets for Freshdesk company 4500 with the Jira assignee and due date for each, latest 30 tickets.

How it works

What PopdockAI does when you ask

You give a company and how many tickets to check, and your AI assistant finds the Jira issue for each. It warns that a missing match may only mean the ticket id is not in the summary.

01

Ask

You give the Freshdesk company and how many recent tickets to check.

Your AI tool

02

Tickets

It reads the company's open tickets from Freshdesk.

freshdesk-get-tickets

03

Match

It searches Jira for an issue that carries each ticket id in its summary.

jira-get-issue

04

Flag

It tables the results and flags done issues, and missing issues on high priority or escalated tickets.

Your AI tool

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.

get-data

freshdesk-get-companies

Returns companies from Freshdesk, with filters on the fields that matter. Read-only.
get-data

freshdesk-get-tickets

Returns tickets from Freshdesk, with filters on the fields that matter. Read-only.
get-data

jira-get-issue

Returns Jira issues with their project, issue type, status, assignee, reporter, dates and estimates. Filter by project, status, assignee or date range to pull a backlog, a sprint or one person's open work.
Read only.Nothing in Freshdesk 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

Every open ticket matched to its engineering status

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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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