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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.
On this page
Connector
Connect Freshdesk, pick your AI tool and paste the prompt.
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.
**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.
02
Tickets
It reads the company's open tickets from Freshdesk.
03
Match
It searches Jira for an issue that carries each ticket id in its summary.
04
Flag
It tables the results and flags done issues, and missing issues on high priority or escalated tickets.
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.
freshdesk-get-companies
freshdesk-get-tickets
jira-get-issue
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
Every open ticket matched to its engineering status
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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