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Find the BugHerd bug behind a Freshdesk ticket
For support agents who ask their AI assistant which bug a ticket was raised as and where it stands.
On this page
Connector
Connect Freshdesk, pick your AI tool and paste the prompt.
The problem
Agents cannot tell if the bug behind a ticket is fixed
When a ticket comes from a bug, finding the BugHerd task means searching by hand and hoping the link was recorded. Agents often miss it, so they cannot say whether the bug is fixed or what developers have said.
Without PopdockAI
- Search BugHerd for the ticket number
- Try the requester's email when that fails
- Read the comments on each task
- Tell the customer you will check
With PopdockAI
- The ticket is read and tasks that reference it are found
- Requester email matches are listed, marked unconfirmed
- Public comments are read in date order
- It says if ticket and task statuses agree, and changes nothing
The prompt
Use this prompt
Copy it into any AI tool connected to PopdockAI. Swap the values in braces for your own.
**Objective:** Trace Freshdesk ticket {ticket-id} to the BugHerd task or tasks raised for it in project {project-id}, and show both sides of the story.
**Step 1: Read the ticket (Freshdesk server)**
Call `freshdesk-get-tickets` with `ticket-id` {ticket-id}. If nothing comes back, say the ticket does not exist and stop. Keep `subject`, `status`, `priority`, `requester-email`, `created-at`.
**Step 2: Find the linked tasks (BugHerd server)**
Call `bugherd-get-tasks` with `project-id` {project-id} and `external-id` {ticket-id}. If nothing matches, call it again with `requester-email` set to the ticket's `requester-email` and list those as possible matches, clearly marked as unconfirmed.
**Step 3: Read the discussion (BugHerd server)**
For each confirmed task, call `bugherd-get-comments` with `project-id` {project-id} and `task-id` set to that task's `task-id`. Skip comments where `private` is true unless the person asked for them.
**Step 4: Report**
Ticket summary, then each linked task (task-number, title, status, severity, assignee), then its comments in date order, then one line saying whether the ticket and task statuses agree.
**Rules & Guidelines:**
* `freshdesk-get-tickets` is a Freshdesk tool; `bugherd-get-tasks` and `bugherd-get-comments` are BugHerd tools.
* Do not call any write tool on either server: nothing from the add-, update-, delete-, move-, reply- or note families, including `freshdesk-add-ticket-note`, `freshdesk-reply-to-ticket`, `freshdesk-update-ticket`, `bugherd-add-task`, `bugherd-update-task` and `bugherd-add-comment`.
**Validation:**
* If no task is linked, say the ticket has no bug on record and stop after the possible matches.Who it's for
One answer, three teams that use it
Support agents
Tell the customer where the fix stands
Task status, severity and assignee give you a real answer for the customer instead of a promise to check.
Is the bug behind Freshdesk ticket 4410 fixed yet? Check BugHerd project 30122.
Support team leads
Check ticket and bug statuses agree
A clear note says whether the ticket and its task agree, so you can close or update the right one.
Do the statuses of Freshdesk ticket 5021 and its BugHerd task in project 24517 agree?
QA engineers
Read the developer discussion in one place
Comments in date order show what has been tried and said about the bug.
Show me the BugHerd comments for the task linked to Freshdesk ticket 6177 in project 41890.
How it works
What PopdockAI does when you ask
You give a ticket number and a BugHerd project, and your AI assistant follows the ticket to its bug. Private comments are skipped unless you ask.
01
Ask
You give a Freshdesk ticket number and a BugHerd project.
02
Read
It opens the ticket and looks for BugHerd tasks that reference it.
03
Fall back
With no match it lists tasks from the same requester, marked unconfirmed.
04
Report
You get the task, its public comments and whether the statuses agree.
What PopdockAI provides
The tools behind the answer
Ready made tools for Freshdesk and one secure connection to your AI tool. No code, no exports.
freshdesk-get-tickets
bugherd-get-tasks
bugherd-get-comments
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
The bug behind every ticket, and where it stands
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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