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Trace a Freshdesk ticket to its BugHerd bug
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Cross-Connector

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.

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Trace a Freshdesk ticket to its BugHerd bug
Find the BugHerd bug for Freshdesk ticket 3187 in project 24517 and tell me where it stands.
Ticket #3187 (Checkout button missing, High, open) links to one BugHerd task. - Task #212: Checkout button hidden on mobile, status in progress, severity major - Assignee: Sam Patel - Latest public comment: fix is in review - Status check: the ticket is open and the task is in progress, so they agree Want the full comment history for task 212?
Freshdesk
Sample figures. Your results come from your own account.
freshdesk-get-tickets
bugherd-get-tasks
bugherd-get-comments

On this page

The problem

The problem

The prompt

Who it's for

How it works

Tools used

Connector

Freshdesk

Freshdesk
Run it on your own Freshdesk data.

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

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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.

Prompt
**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.

Your AI tool

02

Read

It opens the ticket and looks for BugHerd tasks that reference it.

freshdesk-get-tickets
bugherd-get-tasks

03

Fall back

With no match it lists tasks from the same requester, marked unconfirmed.

bugherd-get-tasks

04

Report

You get the task, its public comments and whether the statuses agree.

Your AI tool

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.

get-data

freshdesk-get-tickets

Returns tickets from Freshdesk, with filters on the fields that matter. Read-only.
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-comments

Returns comments on BugHerd tasks, with author, date, private flag and the task and project. Filter by task, project, author, privacy and date.
Read only.Nothing in Freshdesk 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

The bug behind every ticket, and where it stands

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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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