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Tell customers when the bug they reported is fixed
For support teams who want open Zendesk tickets updated once Bugsnag marks an error fixed, by asking their AI assistant.
On this page
Connector
Connect Zendesk, pick your AI tool and paste the prompt.
The problem
Customers keep waiting after the error is fixed
When engineering fixes an error, the customers who reported it are still waiting in Zendesk. Finding their tickets and writing to each takes time, and it is easy to say something is fixed when Bugsnag does not.
Without PopdockAI
- Check whether the error is really fixed
- Search Zendesk for tickets about it
- Read each conversation to confirm the match
- Write a note or reply on every ticket
With PopdockAI
- It stops unless Bugsnag marks the error fixed
- Matching open tickets are confirmed in the conversation
- You see the tickets and exact text, and can remove any
- Internal notes by default, public replies only when asked
The prompt
Use this prompt
Copy it into any AI tool connected to PopdockAI. Swap the values in braces for your own.
**Objective:** Close the loop on Bugsnag error `{error-id}` by updating the open Zendesk tickets it caused, using search text `{search-term}` (default: taken from the error's message), posting a public reply only if `{reply-publicly}` is true (default false: internal notes only).
**Step 1: Check the error is fixed**
Call `bugsnag-get-error` with error-id `{error-id}`. If nothing comes back, stop. If its status is not fixed, report its current status and stop; this prompt does not tell customers something is fixed when it is not.
**Step 2: Find the open tickets**
Using `{search-term}` or 1 to 3 short customer-facing fragments from the error's message and context, call `zendesk-get-ticket` with `subject.contains` set to each fragment and `created.from` set to the error's first-seen-date. Keep only tickets whose status is new, open, pending or hold.
For each, confirm with `zendesk-get-ticket-comment` that the conversation describes this failure. Discard the rest.
**Step 3: Confirm with the user**
List the confirmed tickets (ticket-id, subject, requester-email, status, assignee-name) and show the exact text you will post. If `{reply-publicly}` is true, draft a short, plain reply telling the requester the problem has been fixed and asking them to reply if they still see it; no error ids, class names or URLs in a public reply. Otherwise draft an internal note naming the error-id and that Bugsnag marks it fixed.
Ask the user to confirm the list and the text. They may remove tickets. Do not write anything until they confirm.
**Step 4: Update each confirmed ticket once**
For each ticket the user kept, call `zendesk-add-ticket-comment` once with `ticket-id`, `body` set to the agreed text, and `public` set to true only when `{reply-publicly}` is true, otherwise false.
**Step 5: Report**
A table: ticket-id, subject, comment added (public or internal), success or failure. Do not change any ticket's status; say that agents should solve the tickets once the customers confirm.
**Rules & Guidelines:**
* `bugsnag-get-error` is on the bugsnag server. `zendesk-get-ticket`, `zendesk-get-ticket-comment` and `zendesk-add-ticket-comment` are on the zendesk server.
* The only permitted write is `zendesk-add-ticket-comment`, once per confirmed ticket. Do NOT call `zendesk-update-ticket` (no status changes), `bugsnag-fix-error`, `bugsnag-open-error` or any other write tool.
* Never post a public reply unless `{reply-publicly}` is exactly true.
**Validation:**
* If no open ticket matches, report that there is nobody to notify and stop.
* If a comment fails, report it and continue with the remaining tickets; do not retry automatically.
* Pass dates as YYYY-MM-DD.Who it's for
One answer, three teams that use it
Support agents
Tell customers the bug they reported is fixed
Find every open ticket about a fixed error and post an approved note or reply, without searching Zendesk by hand.
Bugsnag error 9d03be is resolved, add an internal note to the Zendesk tickets about it.
Developers
Let support know your fix shipped
Once an error is marked fixed, the tickets it caused are updated, so support can follow up with confidence.
Error 2a7f11 in Bugsnag is fixed. Which Zendesk tickets reported it, and can you note the fix on each?
Support team leads
Never claim a fix that has not landed
The update stops unless Bugsnag marks the error fixed, so customers are not told too early.
If Bugsnag error 5c88e0 is fixed, reply publicly to the customers who reported the export failure.
How it works
What PopdockAI does when you ask
You give the Bugsnag error, and your AI assistant checks it is fixed and finds the tickets it caused. Nothing is posted until you have seen the text, and ticket status is left to agents.
01
Ask
You give the Bugsnag error, and optionally search text and a public reply.
02
Check
It stops unless Bugsnag marks the error fixed, then finds matching open tickets.
03
Confirm
You see the tickets and exact text, and remove any before posting.
04
Post
It adds the comment to each ticket once and reports the result.
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.
bugsnag-get-error
zendesk-get-ticket
zendesk-get-ticket-comment
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
Close the loop on every fixed error
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.
Join forward-thinking companies that are transforming their operations with intelligent, secure AI automation.

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