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Tell Zendesk customers their BugHerd bug is fixed
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Cross-Connector

Tell customers their website bug is fixed

For support teams who want customers with linked Zendesk tickets told when their BugHerd bug is done, by asking their AI assistant.

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Tell Zendesk customers their BugHerd bug is fixed
Let customers know about the bugs we fixed in the Contoso website BugHerd project in the last two weeks.
3 open Zendesk tickets are linked to BugHerd tasks finished in the last 14 days. - Ticket 48213, Jamie: Hi Jamie, thanks for telling us the coupon code was rejected at checkout. That is now fixed. Reply here if you still see it. - Ticket 48377, Morgan: drafted, about the search page loading slowly - Ticket 48410, Riley: drafted, about the broken returns link Which replies should I send? You can edit any first.
Zendesk
Sample figures. Your results come from your own account.
bugherd-get-projects
bugherd-get-tasks
bugherd-get-archived-tasks
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

Bugs get fixed while the customer is still waiting

When the web team finishes a BugHerd task, the customers who reported it in Zendesk are often still waiting. Telling them means matching finished tasks to open tickets and writing a reply for each, so it rarely happens consistently.

Without PopdockAI

  • Check BugHerd for recently finished tasks
  • Find the linked tickets that are still open
  • Write a personal reply for each one
  • Leave customers waiting when it gets busy

With PopdockAI

  • Finished tasks are matched to tickets still open
  • Each reply uses the customer's words, not task numbers
  • You edit and approve every draft in one table
  • Only approved replies are sent and BugHerd is never 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:** For tasks in the BugHerd project `{project-name}` finished in the last `{lookback-days}` days (default 14), tell the customers whose Zendesk tickets are linked to them that the problem is fixed.

How the two systems are linked: a BugHerd task created from a Zendesk ticket carries "zendesk:<ticket id>" in its external-id, and the ticket gets a private note naming the task. When a ticket is raised from a BugHerd task, the task gets a comment naming the ticket. A ticket is open when its status is new, open, pending or hold; solved and closed are finished.

**Step 1: Find finished linked tasks**

Call `bugherd-get-projects` with `name.contains` set to `{project-name}`. If nothing matches, say so and stop. If several match, list their names and project-id values and ask which one; do not guess. Then call `bugherd-get-tasks` (status done or closed) and `bugherd-get-archived-tasks` with `project-id` and `max-records` 500. Keep tasks whose external-id starts with "zendesk:" and that finished in the period (use closed, or created when closed is empty).

**Step 2: Read the tickets**

For each, call `zendesk-get-ticket` with `ticket-id`. Keep open tickets only.

**Step 3: Draft**

For each ticket, draft a short public reply in plain language: thank the requester by first name, say the problem they reported on the website (describe it in their words) has been fixed, ask them to reply if they still see it. No internal task numbers or links. Show all drafts in one table with ticket id, requester, subject and draft, and ask which to send; accept edits.

**Step 4: Send approved replies**

For each approved row, call `zendesk-update-ticket` once with `id` set to the ticket id, `comment` set to the reply, `comment-public` true and `status` solved.

**Step 5: Report**

Tickets updated, tickets skipped, and any failures with the error.

**Rules & Guidelines:**

* Tools named bugherd-... are on the bugherd MCP server; tools named zendesk-... are on the zendesk MCP server. If either set of tools is missing, say which server is not connected and stop.
* The only write tool this prompt may call is `zendesk-update-ticket`, once per approved ticket.
* Never send a reply the user has not approved, and never touch BugHerd tasks here.

**Validation:**

* If no linked ticket is still open, say so and stop.

Who it's for

One answer, three teams that use it

Support agents

Close the loop on fixed bugs

Get a ready reply for each customer whose bug is fixed, written in their words and approved by you before it goes.

Draft replies for open Zendesk tickets whose Fabrikam storefront BugHerd task was finished this week.

Support team leads

Make fix notifications consistent

Every customer whose bug is fixed gets told and their ticket solved, rather than only the ones someone remembers.

Tell customers about bugs fixed in the Northwind website BugHerd project in the last 30 days.

Web project managers

Let customers know your fixes landed

When a release clears bugs, the customers who reported them hear about it without you writing to each one.

Which Zendesk customers can we tell about fixes in the Contoso intranet BugHerd project since Monday?

How it works

What PopdockAI does when you ask

You name the BugHerd project and a period, and your AI assistant drafts a reply for each open ticket whose bug is fixed. Only the replies you approve are sent.

01

Ask

You name the BugHerd project and a period.

Your AI tool

02

Find

It finds finished BugHerd tasks linked to Zendesk tickets that are still open.

bugherd-get-projects
bugherd-get-tasks
bugherd-get-archived-tasks
zendesk-get-ticket

03

Draft

It writes a short public reply for each and shows them for your edits and approval.

No items found.

04

Send

It sends each approved reply and sets that ticket to solved.

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

bugherd-get-projects

Returns BugHerd projects with their website, owner, visibility and status. Filter by project ID, name, owner or active status.
get-data

bugherd-get-tasks

Returns tasks from BugHerd projects: title, description, status, severity, assignee, requester, page, tags, due date and external ID. Filter by project, task number, title, status, severity, assignee, requester email, external ID and due or created date.
get-data

bugherd-get-archived-tasks

Returns archived BugHerd tasks with their closed date. Filter by project, task number, title, status, severity, assignee, requester email, external ID and created date.
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

Every customer hears their website bug is fixed

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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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