Connectors

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Jira

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Sync resolved Jira fixes to Zendesk tickets
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Cross-Connector

Tell support the moment a Jira fix is finished

For support teams whose tickets wait on engineering, who want finished fixes noted on Zendesk tickets by their AI assistant.

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Sync resolved Jira fixes to Zendesk tickets
Which Jira fixes in WEB finished in the last 7 days still have an open Zendesk ticket? Note the outcome on them.
3 finished WEB issues have Zendesk tickets still open. - WEB-1042 to ticket 48213: invoice export timeout fixed in 3.8.1 - WEB-1051 to ticket 48190: coupon validation corrected - WEB-1038 to ticket 48102: duplicate of a known issue, closed Shall I add internal notes to these tickets? Status stays as is unless you ask.
Jira
Sample figures. Your results come from your own account.
jira-get-issue
zendesk-get-ticket
jira-get-issue-comment
jira-get-issue-watcher

On this page

The problem

The problem

The prompt

Who it's for

How it works

Tools used

Connector

Jira

Jira
Run it on your own Jira data.

Connect Jira, pick your AI tool and paste the prompt.

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The problem

Finished Jira fixes never reach the waiting Zendesk ticket

When engineering finishes a fix in Jira, the Zendesk ticket waiting on it often sits untouched for days because support never hears. Checking finished issues against open tickets is a manual job that falls through the cracks.

Without PopdockAI

  • Check Jira for recently finished issues
  • Find the Zendesk ticket for each one
  • Read the comments to learn the outcome
  • Write up an internal note by hand

With PopdockAI

  • Recently finished escalations with open tickets are found
  • The latest Jira comment is used as the resolution
  • You review each pair and drop rows before confirming
  • An internal note goes on each ticket, no customer is contacted

The prompt

Use this prompt

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

Prompt
**Objective:** Find escalated issues in Jira project {project-key} that finished in the last {lookback-days} days (default 7) and whose Zendesk ticket is still open, and record the outcome on each ticket as an internal note.

**Step 1: Find finished escalations (Jira)**

Call `jira-get-issue` with project-key {project-key}, summary.contains `[ZD-`, and updated.from set to today minus {lookback-days} days (7 if empty). Keep issues whose status is Done, Closed or Resolved, and parse the ticket id from the `[ZD-<id>]` prefix.

**Step 2: Find tickets still waiting (Zendesk)**

For each ticket id, call `zendesk-get-ticket`. Keep the tickets whose status is not solved or closed. If none remain, report that everything is in sync and stop.

**Step 3: Gather the outcome (Jira)**

For each kept issue, call `jira-get-issue-comment` and take the most recent comment as the resolution detail.

**Step 4: Confirm, then write (Zendesk)**

Show the user a table of ticket id, Zendesk status, Jira key, Jira status and a one-line resolution. Wait for explicit confirmation, which may exclude rows. Then, for each confirmed row, call `zendesk-add-ticket-comment` once with ticket-id, public false and a body stating the Jira key, its status and the resolution detail.

Only if the user explicitly asks in their confirmation, call `zendesk-update-ticket` with id and status pending for those rows. Never set solved or closed.

**Step 5: Report**

The tickets noted, any changed to pending, and any that failed.

**Rules & Guidelines:**

* `jira-get-issue`, `jira-get-issue-comment` and `jira-get-issue-watcher` are on the jira server. `zendesk-get-ticket`, `zendesk-add-ticket-comment` and `zendesk-update-ticket` are on the zendesk server.
* Every Zendesk comment from this prompt is internal (public false). The customer is contacted by an agent, not by this prompt.
* Do not call any Jira write tool: not `jira-update-issue`, `jira-add-issue-comment` nor `jira-add-issue`.
* Linking convention used by every prompt on this server: an escalated Jira issue's summary starts with `[ZD-<ticket id>]`, and the Zendesk ticket carries an internal note whose first line is `Linked Jira issue: <ISSUE-KEY>`. Find links by either marker.
* Jira issue ids: `jira-get-issue` returns the issue key but not the numeric id. Pass the key (e.g. ABC-123) where a Jira tool asks for an issue id; Jira accepts either. If Jira rejects the key, call `jira-get-issue-watcher` filtered by issue-key and take its issue-id.

**Validation:**

* If a ticket id cannot be found in Zendesk, list it and continue.
* If an issue has no comments, write the note from the status alone and say so.

Who it's for

One answer, three teams that use it

Support agents

Know when a fix is ready

Finished fixes land as internal notes on your open tickets, so you can tell the customer.

Which Jira fixes in API finished this week still have an open Zendesk ticket? Note them.

Support team leads

Clear the waiting on engineering queue

See every open ticket whose fix is done, with a one line resolution for each.

List Zendesk tickets still open where the linked Jira issue in MOB was finished in the last 14 days.

Escalation managers

Close the loop on escalations

Move tickets to pending only if you ask, never to solved, so an agent still follows up.

Add internal notes for finished WEB fixes from the last 7 days and set those tickets to pending.

How it works

What PopdockAI does when you ask

You name the Jira project and lookback, and your AI assistant pairs finished fixes with open Zendesk tickets. Notes are added only after you confirm, and Jira is never changed.

01

Ask

You name the Jira project and a lookback period.

Your AI tool

02

Find

It finds recently finished escalated issues whose Zendesk ticket is still open.

jira-get-issue
jira-get-issue-comment
zendesk-get-ticket

03

Confirm

You see each pair with a one-line resolution and drop any rows.

No items found.

04

Write

It adds an internal note to each confirmed ticket, and contacts no customer.

Your AI tool

What PopdockAI provides

The tools behind the answer

Ready made tools for Jira and one secure connection to your AI tool. No code, no exports.

get-data

jira-get-issue

Returns Jira issues with their project, issue type, status, assignee, reporter, dates and estimates. Filter by project, status, assignee or date range to pull a backlog, a sprint or one person's open work.
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

jira-get-issue-comment

Returns comments left on Jira issues with their author, body, created and updated dates. Filter by issue to read one conversation, or by date to see recent discussion across a project.
get-data

jira-get-issue-watcher

Returns the users watching Jira issues, with the issue and project they are watching, so you can see who is following a piece of work.
Read only.Nothing in Jira 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

Support hears about fixes straight away

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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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