Bug intake and status portal for support teams (Azure DevOps + Zendesk)

PromptCreate

I want a bug intake and status portal that my support team can work in without ever opening Azure DevOps or holding a license. It uses Azure DevOps and Zendesk. There are three views: File a bug, My submissions, and a bug detail view.

File a bug is a simple form with title, what happened, steps to reproduce, severity, and affected customer. The agent can prefill it from a support ticket: they type a customer name, email, or keyword, the app searches Zendesk with Search Tickets, and they pick the right ticket from the results. The app then pulls that ticket with Show Ticket and the full conversation with List Ticket Comments, and uses the requester details plus the comment thread to populate the affected customer and the description of what happened. The agent edits the draft before submitting.

Before the form submits, run a duplicate check. Take the title text and any tags on the report, run Query Work Items (WIQL) against the project to find existing bugs with similar title words and matching tags, hydrate the matches with Get Work Items Batch, and show them as a short list of likely duplicates with their current state. From there the agent can either attach to an existing bug, which posts their customer and ticket details onto that bug with Add Work Item Comment instead of creating anything new, or dismiss the suggestions and continue filing.

Filing creates the bug in Azure DevOps with Create Work Item. Stamp the Zendesk ticket number and the submitting agent's email onto the work item so the link back to support survives. Note for the build: work item creation uses a JSON Patch array body, and teams customize the Bug work item type heavily, so read the available fields and severity values with List Work Item Types rather than hardcoding them, and use List Projects so an admin can pick which project the app files into.

My submissions lists the bugs the signed in agent has filed. Find them with Query Work Items (WIQL) filtered on that agent's stamped email, then hydrate the ids with Get Work Items Batch to show title, current state, who it is assigned to, and when it last changed, so nobody has to ask engineering for a status. This is per user: each agent sees only the bugs they reported.

Clicking a row opens the detail view with the full report, refreshed with Get Work Item, and the engineering discussion from List Work Item Comments. The agent can reply into that same thread with Add Work Item Comment, so questions from engineering about reproduction steps or customer impact get answered without anyone leaving the app.

When a bug reaches a resolved state, its row in My submissions and its detail view surface a notify the customer action. That posts an update onto the linked Zendesk ticket with Update Ticket, as either a public reply to the customer or an internal note. Prefill the message from the bug's resolution and let the agent edit it before it sends.

Keep all support facing copy in plain language. Do not expose raw Azure DevOps field names, work item ids, or internal state values anywhere in the interface. Translate them into words a support agent already uses, and label things the way support talks about bugs rather than the way Boards does.

What does this prompt do?

Turns a support ticket into a filed bug in a few clicks: the agent picks the ticket, and the form fills in the affected customer, what happened, and the conversation history so far.
Shows likely duplicates before anything is submitted, so your team attaches to the bug that already exists instead of filing a fifth copy of it.
Gives every agent a personal list of the bugs they reported, with the current status, who owns it, and when it last moved, so nobody has to chase engineering for an update.
Carries the engineering discussion back to support, and posts a resolution update onto the customer's original ticket once the bug is fixed.

What do I need to use this?

An Azure DevOps account, and the project your engineering team tracks bugs in
A Zendesk account with permission to read tickets and post replies
Nothing extra for your support team: they work entirely inside this app and never need an Azure DevOps license of their own

How can I customize it?

Choose which project new bug reports are filed into, and which report type they are created as
Adjust the severity choices and any extra details your engineering team expects on a bug report
Change how strict the duplicate check is, and which statuses count as resolved for the notify the customer step

FAQs

Do my support agents need an Azure DevOps license?

No. That is the point of this app. Agents file and track bugs entirely inside the portal, and the connection to Azure DevOps runs through a single account you set up once. Support and customer success staff who would never be given a seat can still report bugs and follow them to resolution.

Will engineering see these bugs in their normal boards?

Yes. These are real bug reports created in your Azure DevOps project, not a separate copy in a side system. They show up in the backlog, on the board, and in queries exactly like a bug an engineer filed by hand.

How does the app know which bugs are mine?

The submitting agent's email is stamped onto the report when it is filed, and My submissions is filtered on it. Each agent sees the bugs they reported, without the noise of the whole company's backlog.

How does the duplicate check work?

Before a report is submitted, the app searches existing bugs for similar wording and matching tags, then shows what it found with the current status of each. The agent can attach their customer's details to the existing bug instead of filing a new one, or dismiss the suggestions and carry on.

Does the customer find out when the bug is fixed?

Only when someone decides to tell them. Once a bug reaches a resolved status, the app offers a notify the customer action that posts an update onto the original support ticket. The message is prefilled and editable, so the agent stays in control of what the customer reads.

Can agents talk to engineering from inside the app?

Yes. The detail view shows the engineering discussion on the bug, and the agent can reply into the same thread. Questions about reproduction steps or customer impact get answered without anyone switching tools.

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