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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.
On this page
Connector
Connect Jira, pick your AI tool and paste the prompt.
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.
**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.
02
Find
It finds recently finished escalated issues whose Zendesk ticket is still open.
03
Confirm
You see each pair with a one-line resolution and drop any rows.
04
Write
It adds an internal note to each confirmed ticket, and contacts no customer.
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.
jira-get-issue
zendesk-get-ticket
jira-get-issue-comment
jira-get-issue-watcher
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
Support hears about fixes straight away
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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