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Cross-link Zendesk tickets and Bugsnag errors privately
For support agents who want a ticket and its Bugsnag error linked for engineers, with nothing technical shown to the customer, by asking their AI assistant.
On this page
Connector
Connect Zendesk, pick your AI tool and paste the prompt.
The problem
Error links end up in replies the customer can see
When a ticket is caused by a known error, the error should point at the ticket and the ticket should carry the error details. Doing it by hand risks pasting technical links into a public reply.
Without PopdockAI
- Copy the ticket address into Bugsnag
- Paste error details onto the ticket
- Check the note was not posted publicly
- Repeat a link when you lose track
With PopdockAI
- Both records are read and existing mentions checked
- You see both planned changes before anything is written
- The ticket note is private and added once
- A failed write is named so only it is retried
The prompt
Use this prompt
Copy it into any AI tool connected to PopdockAI. Swap the values in braces for your own.
**Objective:** Cross-link Zendesk ticket `{ticket-id}` and Bugsnag error `{error-id}`, using Zendesk subdomain `{zendesk-subdomain}` to build the ticket URL.
**Step 1: Read both records**
Call `zendesk-get-ticket` with ticket-id `{ticket-id}` and `bugsnag-get-error` with error-id `{error-id}`. If either returns nothing, report which one is missing and stop.
Call `bugsnag-get-project` with `name` set to the error's project-name to get its project-id. If it returns more than one project, list them and stop.
Call `zendesk-get-ticket-comment` with ticket-id `{ticket-id}` and check whether an existing comment already contains the error's error-url. If it does, skip the Zendesk write in Step 3.
**Step 2: Confirm with the user**
Show the ticket (id, subject, requester, status) and the error (error-id, error-class, message, project-name, status), and state the two writes you are about to make:
* On Bugsnag: link the issue URL https://{zendesk-subdomain}.zendesk.com/agent/tickets/{ticket-id} to the error.
* On Zendesk: add a private internal note to the ticket containing the error's class, message, status and error-url.
Ask the user to confirm. Do not write anything until they do.
**Step 3: Write, once each**
1. Call `bugsnag-link-error-issue` once, with `error-id` `{error-id}`, the project-id from Step 1, and `issue-url` set to the URL above.
2. Call `zendesk-add-ticket-comment` once, with `ticket-id` `{ticket-id}`, `public` set to false, and a `body` like: Linked to Bugsnag error <error-class>: <message>. Status: <status>. <error-url>
**Step 4: Confirm**
Call `zendesk-get-ticket-comment` again and confirm the note is present and private. Report both writes and whether each succeeded.
**Rules & Guidelines:**
* `zendesk-get-ticket`, `zendesk-get-ticket-comment` and `zendesk-add-ticket-comment` are on the zendesk server. `bugsnag-get-error`, `bugsnag-get-project` and `bugsnag-link-error-issue` are on the bugsnag server.
* The only permitted writes are one `bugsnag-link-error-issue` call and one `zendesk-add-ticket-comment` call, after confirmation. Do NOT call `zendesk-update-ticket`, `bugsnag-create-error-issue`, `bugsnag-fix-error` or any other write tool.
* The Zendesk note must be private (`public` false). Error URLs and stack details are for agents, not the requester.
**Validation:**
* `{zendesk-subdomain}` is the part before .zendesk.com, e.g. acme. If the user passed a full URL, strip it down to the subdomain before building the link.
* If `bugsnag-link-error-issue` fails, still offer the Zendesk note, and report the Bugsnag failure plainly.
* If one write succeeds and the other fails, say exactly which, so it can be retried without duplicating the other.Who it's for
One answer, three teams that use it
Support agents
Tie a ticket to its error privately
Add the error class, message and status to the ticket as a private note, so the next agent knows the cause without the customer seeing it.
Connect Zendesk ticket 51322 with Bugsnag error 7b41de, subdomain fabrikam.
Developers
See which tickets an error caused
The ticket address is linked on the error in Bugsnag, so you can open the customer report straight from the error.
Link Bugsnag error 3f90aa to Zendesk ticket 49660 on the northwind subdomain.
Support engineers
Keep both sides in sync without duplicates
Each link is added once, and if one side fails you know exactly which, so the other is never repeated.
Add the Bugsnag error c12e07 details to Zendesk ticket 50045 privately and link the ticket in Bugsnag. Subdomain contoso.
How it works
What PopdockAI does when you ask
You give the ticket, the error and your subdomain, and your AI assistant plans both links. Nothing is written until you confirm, and the note is checked to be private.
01
Ask
You give the ticket, the Bugsnag error and your Zendesk subdomain.
02
Check
It reads both records and checks whether the ticket already mentions the error.
03
Confirm
You see both planned changes before anything is written.
04
Link
It links the ticket in Bugsnag, adds a private note, and checks the note.
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
bugsnag-get-error
bugsnag-get-project
zendesk-get-ticket-comment
bugsnag-link-error-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
Tickets and errors linked, nothing technical exposed
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.
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