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Zendesk

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Rank Zendesk escalations by Salesforce deal size
Report
Cross-Connector

Work Zendesk escalations in order of Salesforce pipeline

For support and account teams who want urgent Zendesk tickets ranked by the customer's open Salesforce deals, by asking their AI assistant.

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Rank Zendesk escalations by Salesforce deal size
Rank our urgent and high Zendesk tickets from the last 14 days by open Salesforce pipeline.
11 open escalations matched 7 Salesforce accounts, and Contoso tops the list. - Contoso: 480,000 open pipeline, ticket 52110 urgent, 3 days old - Fabrikam: 215,000 open pipeline, ticket 52064 high, 5 days old - Closing soon: Fabrikam Renewal FY27 closes in 12 days - Unmatched: 2 tickets with no Salesforce account Want the full ranked table?
Zendesk
Sample figures. Your results come from your own account.
zendesk-get-ticket
zendesk-get-organization
salesforce-get-account
salesforce-get-contact
salesforce-get-opportunity

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

Escalations get worked without knowing what deals are at stake

Support works urgent tickets in arrival order, without knowing which customers have large deals open in Salesforce. Matching each organization to an account and adding up its pipeline is not something anyone does mid queue.

Without PopdockAI

  • Look up each ticket's organization in Salesforce
  • Add up open opportunities by hand
  • Check close dates for deals at risk
  • Work escalations in arrival order instead

With PopdockAI

  • Each organization or requester is matched to an account
  • Open pipeline is totaled and the largest deal noted
  • Escalations on deals closing within 30 days are called out
  • Unmatched tickets are listed 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:** Rank Zendesk escalations from the last {lookback-days} days (default 14) at priority {priorities} (default `urgent` and `high`) by how much open Salesforce pipeline the customer has, so support works the most commercially important escalations first.

**Step 1: Collect escalations in Zendesk**

For each priority in {priorities} (default `urgent` then `high`), call `zendesk-get-ticket` with `priority` set to it and `created.from` set to {lookback-days} days ago (default 14). Drop tickets whose `status` is `solved` or `closed`. Keep `ticket-id`, `subject`, `priority`, `status`, `organization-name`, `requester-email`, `assignee-name` and `created-date`. If nothing comes back, say there are no open escalations in the window and stop.

**Step 2: Find the Salesforce account for each organization**

Group the tickets by `organization-name`. For each organization:

1. Call `zendesk-get-organization` with `name` set to the `organization-name`. If its `external-id` is filled in, call `salesforce-get-account` with `account-id` set to it.
2. Otherwise call `salesforce-get-account` with `name` set to the `organization-name`; if that returns nothing, try `name.contains`. If more than one account matches, list them and mark the organization as ambiguous.
3. If a ticket has no `organization-name`, call `salesforce-get-contact` with `email` set to the ticket's `requester-email` and use that contact's `account-id`.

**Step 3: Weigh by deal size in Salesforce**

For each matched `account-id`, call `salesforce-get-opportunity` with `account-id` and `closed` set to false. Sum `amount` as open pipeline and note the largest opportunity's `name`, `stage` and `close-date`. Keep the account's `annual-revenue` from Step 2.

**Step 4: Report**

One table, sorted by open pipeline descending, then by `priority`, then by oldest ticket:

| Organization / account | Open pipeline | Largest deal (stage, close date) | Annual revenue | Ticket | Subject | Priority | Status | Assignee | Age (days) |

Under it, call out any escalation on an account whose largest open opportunity closes within 30 days. Tickets that could not be matched to a Salesforce account go in a final list with zero pipeline.

**Rules & Guidelines:**

* Salesforce tools start with "salesforce-" and come from the Salesforce MCP server. Zendesk tools start with "zendesk-" and come from the Zendesk MCP server. Both servers must be connected.
* This prompt is read-only. Do NOT call any write tool on either server, including `salesforce-add-task`, `salesforce-update-task`, `salesforce-add-case`, `salesforce-update-case`, `salesforce-update-account`, `salesforce-update-opportunity`, `zendesk-add-ticket`, `zendesk-update-ticket`, `zendesk-add-ticket-comment`, `zendesk-update-organization` or `zendesk-update-user`.

**Validation:**

* Treat a blank opportunity `amount` as zero and say how many were blank.
* If Zendesk and Salesforce spell the company differently, say which Salesforce account name you matched to.

Who it's for

One answer, three teams that use it

Support managers

Work the escalations that matter most first

Rank urgent tickets by the open pipeline behind them, so commercially sensitive customers are not left waiting.

Rank urgent Zendesk tickets from this week by the customer's open Salesforce pipeline.

Account executives

Know when a deal has a support problem

See escalations on deals closing in the next 30 days, so you can step in before the issue reaches the deal.

Which of my Salesforce deals closing this month have an urgent Zendesk ticket open?

Revenue leaders

See pipeline exposed to support issues

Get one ranked table of escalations with the pipeline attached, to decide where to put senior attention.

How much open Salesforce pipeline sits behind high priority Zendesk tickets from the last 30 days?

How it works

What PopdockAI does when you ask

You give a period and the priorities to include, and your AI assistant weighs each escalation by Salesforce pipeline. It ranks them in one table and changes nothing.

01

Ask

You give a lookback period and the priorities to include.

Your AI tool

02

Match

It finds the Salesforce account behind each Zendesk organization or requester.

zendesk-get-ticket
zendesk-get-organization
salesforce-get-account
salesforce-get-contact

03

Weigh

It totals each account's open pipeline and notes its largest deal.

salesforce-get-opportunity

04

Report

You get one ranked table, deals closing soon called out and unmatched tickets.

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-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.
get-data

zendesk-get-organization

Returns Zendesk organizations, the customer companies your users belong to, with their domains, tags and notes.
get-data

salesforce-get-account

Returns Salesforce accounts with their type, industry, owner, billing address, phone and annual revenue. Filter by name, account number, type, industry, owner, billing city or state, annual revenue and created date.
get-data

salesforce-get-contact

Returns Salesforce contacts with their account, title, department, email, phone, mailing address, owner and lead source. Filter by name, email, account, title, owner, lead source and mailing city or state.
get-data

salesforce-get-opportunity

Returns Salesforce opportunities with their account, stage, amount, probability, close date, next step, owner and whether they are closed or won. Filter by name, account, stage, owner, amount, close date and closed and won flags.
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

Escalations worked in order of what is at stake

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Related use cases

More ways to put this data to work

All Ramp use cases

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