Connectors

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Zendesk

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Match Zendesk agents to Azure DevOps users
Report
Cross-Connector

See one person's work and tickets together

For leaders who want a person's open Azure DevOps work items and Zendesk tickets in one view, by asking their AI assistant.

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Match Zendesk agents to Azure DevOps users
What is Sam Patel's current load across Azure DevOps and Zendesk? His email is sam.patel@contoso.com.
Sam Patel has 6 open work items and 3 open tickets. - Azure DevOps: 6 open, 2 in Active, 4 in New - Zendesk: 3 open, 1 high priority - Match basis: email in both systems Want the individual items and tickets listed?
Zendesk
Sample figures. Your results come from your own account.
azure-devops-get-user
zendesk-get-user
azure-devops-get-work-item
zendesk-get-ticket

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

One person, two systems, two spellings of their name

Seeing one person's load across engineering and support means looking them up in Azure DevOps and Zendesk. The two often spell the name differently, so the lookup is slow and uncertain.

Without PopdockAI

  • Search Azure DevOps for the person
  • Search Zendesk again under another spelling
  • Count open work items and tickets separately
  • Pick the wrong person when names clash

With PopdockAI

  • The person is matched by email in both systems
  • Open work items and open tickets are read together
  • Name only matches are flagged as possible
  • It asks when a name matches several people

The prompt

Use this prompt

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

Prompt
**Objective:** Match the person with email `{email}` across Azure DevOps and Zendesk and show what they have open in each.

**Step 1: Find the Azure DevOps identity (azure-devops server)**

Call `azure-devops-get-user` with `mail-address` set to `{email}`. If nothing comes back, retry with `mail-address.contains` set to the part of the email before the at sign. Note display-name and principal-name.

**Step 2: Find the Zendesk identity (zendesk server)**

Call `zendesk-get-user` with `email` set to `{email}`. Note user-id, name, role, active and open-tickets. If nothing comes back, call `zendesk-get-user` with `name.contains` set to the Azure DevOps display-name and treat the result as a possible match only.

**Step 3: Pull the workload**

Call `azure-devops-get-work-item` with `assigned-to` set to the Azure DevOps display-name, and list items whose state is not Closed, Done or Removed.

Call `zendesk-get-ticket` with `assignee-name` set to the Zendesk name, and list tickets whose status is not solved or closed. Use `requester-email` set to `{email}` instead if the Zendesk role is end-user.

**Step 4: Report**

One line per system with the matched identity and how it matched (email or name). Then the open work items (id, title, state, priority) and open tickets (ticket-id, subject, status, priority). Close with the count in each.

**Rules & Guidelines:**

* `azure-devops-*` tools belong to the azure-devops server and `zendesk-*` tools to the zendesk server. Both servers must be connected; if a tool is missing, say which server is not connected and stop.
* This prompt is read-only. Never call `zendesk-add-ticket`, `zendesk-update-ticket`, `zendesk-add-ticket-comment`, `zendesk-make-ticket-comment-private`, `zendesk-add-user`, `zendesk-update-user`, `zendesk-add-organization`, `zendesk-update-organization`, `zendesk-add-organization-member`, `zendesk-add-group`, `zendesk-update-group` or `zendesk-add-group-member`. Azure DevOps has no write tools here.
* Pass `max-records` set to `{max-records}` on every call (default 50 when empty).

**Validation:**

* If the person exists in only one system, report that and show that side only.
* If a name match returns more than one person, list them and stop; do not choose.
* If display names differ between systems, say so; the email is the key and the name is a fallback.

Who it's for

One answer, three teams that use it

Engineering managers

See who is stretched across two queues

Check whether an engineer is also carrying support tickets before you hand them more work.

How many open work items and Zendesk tickets does maria.lopez@fabrikam.com have right now?

Support managers

Balance tickets against engineering work

See a support engineer's open work items next to their tickets, so assignments reflect their real load.

Show alex.chen@contoso.com's open Azure DevOps work items and open Zendesk tickets.

Department heads

Understand workload before a reshuffle

Get one person's combined load quickly, with uncertain matches flagged, when planning team changes.

What is dana@northwindtraders.com working on across Azure DevOps and Zendesk?

How it works

What PopdockAI does when you ask

You give a person's email, and your AI assistant finds them in both systems and reads their open work. It never guesses between people and changes nothing.

01

Ask

You give the person's email.

Your AI tool

02

Match

It finds them in Azure DevOps and Zendesk by email.

azure-devops-get-user
zendesk-get-user

03

Read

It reads their open work items and open tickets.

azure-devops-get-work-item
zendesk-get-ticket

04

Report

You get both loads, with name-only matches flagged as possible.

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

azure-devops-get-user

Returns users records from the Azure DevOps connector. Use it to read and filter users across your Azure DevOps projects.
get-data

zendesk-get-user

Returns Zendesk users, including end users (customers), agents and admins, with their email, role, organization and when they were last active.
get-data

azure-devops-get-work-item

Returns work items records from the Azure DevOps connector. Use it to read and filter work items across your Azure DevOps projects.
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.
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

One person's full load in one answer

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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.

Join forward-thinking companies that are transforming their operations with intelligent, secure AI automation.

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