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Zendesk

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Match Zendesk agents to Jira users
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Cross-Connector

Know which Zendesk agents have a Jira account

For IT and support leads who need to know which agents can be assigned escalations in Jira, by asking their AI assistant to match them by email.

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Match Zendesk agents to Jira users
Which agents in our Zendesk Tier 2 group have a Jira account?
Of 12 agents in Tier 2, 9 have an active Jira account. - Matched: 9 - Inactive in Jira: 1, Sam Patel - No Jira account: 2, including Jordan Lee - Name mismatch: Chris Wong in Zendesk is C. Wong-Rivera in Jira Want the full list with account ids?
Zendesk
Sample figures. Your results come from your own account.
zendesk-get-group-member
zendesk-get-user
jira-get-user

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

Nobody knows which agents can be assigned in Jira

Escalations from Zendesk need a Jira account to assign or report against, but nobody keeps a list of which agents have one. Checking each email by hand is tedious, and matching on names pairs the wrong people.

Without PopdockAI

  • Export the agents from a Zendesk group
  • Search Jira for each email one by one
  • Match on names when the email search fails
  • Assign escalations to the wrong person

With PopdockAI

  • Each agent's email is looked up in Jira
  • Matching is on email only, never on name
  • Agents are sorted into matched, inactive, missing and to check
  • Hidden emails are explained and nothing is changed

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 Zendesk agents in group {group-name} (all agents if empty) to Jira users by email, and report who has no usable Jira account.

**Step 1: List the agents (Zendesk)**

If {group-name} is not empty, call `zendesk-get-group-member` with group-name {group-name} and take user-name and user-email. If it is empty, call `zendesk-get-user` with role agent, then again with role admin, and take name and email. Skip users with no email. If no agents come back, stop and say so.

**Step 2: Look each up in Jira**

For each email, call `jira-get-user` with email. Keep name, active and user-account-id.

**Step 3: Report**

* **Matched:** Zendesk name, email, Jira name, user-account-id.
* **Inactive in Jira:** matched, but active is false.
* **No Jira account:** no match on email.
* **Name mismatch:** matched on email but the names differ enough to check by eye.

End with the counts for each group.

**Rules & Guidelines:**

* `zendesk-get-group-member` and `zendesk-get-user` are on the zendesk server. `jira-get-user` is on the jira server.
* Read-only. Do not call `zendesk-update-user`, `zendesk-add-group-member` or `jira-add-issue-watcher`.
* Match on email only, compared case-insensitively. Never match on name alone.

**Validation:**

* Jira hides email for some accounts depending on privacy settings. If `jira-get-user` returns nothing for most agents, say this is the likely cause rather than reporting everyone as missing.

Who it's for

One answer, three teams that use it

IT administrators

Find agents who still need a Jira account

Get a list of agents with no Jira account or an inactive one, ready for provisioning.

Which Zendesk agents do not have an active Jira account?

Support operations

Check a group before turning on escalations

Confirm every agent in a group can be found in Jira before escalations start flowing.

Match the agents in our Zendesk Billing group to Jira users by email.

Integration engineers

Spot mismatched identities

See agents whose email matches but whose name differs enough to check, before mapping users between the two systems.

List Zendesk agents whose Jira name does not match their Zendesk name.

How it works

What PopdockAI does when you ask

You name a Zendesk group or ask for all agents, and your AI assistant checks each email in Jira. It reports counts per group and changes nothing in either system.

01

Ask

You name a Zendesk group, or check all agents and admins.

Your AI tool

02

Look up

It checks each agent's email in Jira, matching on email only.

zendesk-get-group-member
zendesk-get-user
jira-get-user

03

Report

You get matched, inactive, no account and name mismatch groups with counts.

No items found.

04

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

zendesk-get-group-member

Returns Zendesk group memberships, showing which agents belong to which group and which group is each agent's default.
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

jira-get-user

Returns Jira users with their display name, email address and active status. Use it to resolve a person's name to the account id an assignment needs.
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 who can take Jira escalations and who needs an account

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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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