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ScopeHQ Bridge

Create, link, and track Azure DevOps work items from any Zendesk ticket.

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Support

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ScopeHQ Support

About this app

ScopeHQ builds support-intelligence products that connect customer-facing teams to the systems behind them — engineering, customer success, workforce management — without forcing agents to leave Zendesk.

Bridge is the ScopeHQ product for Zendesk ↔ Azure DevOps coordination. From inside any ticket, an agent can create a new ADO work item (bug, task, user story) with the ticket subject + description prefilled, link an existing work item by ID or search, and watch the work item's state, sprint, assignee, and recent comments live in a side panel that hides until needed. Comments sync both ways: replies on the ADO work item land in the Zendesk ticket as internal notes (clearly marked as Bridge-sourced); replies in Zendesk can be relayed back to the work item on demand. State transitions (New → Active → Resolved → Closed) and priority changes ripple back as ticket status updates so the support team doesn't have to ask engineering what's happening. A health dashboard rolls up per-team metrics: deflection rate, mean time to resolve, link coverage, and top recurring categories that turned into engineering work.

Data disclosure: Bridge stores the Zendesk ticket IDs and Azure DevOps work item IDs needed to maintain the link, comment bodies during the sync window for loop-prevention dedup, and configuration metadata you provide during setup (your Azure DevOps organization URL, project list, and field mappings). Customer-identifying content from tickets is not retained beyond what Zendesk itself stores. Configuration credentials are encrypted at rest. For the full data handling, retention windows, sub-processor list, and DPA, see https://www.scopehq.org/privacy-policy.

Requires an active ScopeHQ Bridge subscription. Pricing: https://www.scopehq.org/pricing.

Détails de l’application

Comment l’installer

  1. Install Bridge from the Zendesk Marketplace. No setup is required during the install itself.

  2. Open Bridge from the top bar in any Zendesk ticket. The first time an admin opens the app, a one-time setup wizard guides the rest of these steps.

  3. Connect Zendesk. A Zendesk admin clicks Connect Zendesk in Settings → Connections. Bridge uses OAuth — you authorize the ScopeHQ app from the standard Zendesk consent screen. No API tokens are needed.

  4. Connect Azure DevOps. In the same Connections panel, click Connect Azure DevOps. Enter your ADO organization URL (e.g. https://dev.azure.com/your-org) and complete the OAuth consent. Bridge will list your accessible projects so you can pick which one Bridge writes to. Personal Access Tokens are NOT required for normal customer setup; PAT-based auth is available as a fallback for restricted enterprise tenants — see https://scopehq.org/docs/bridge-setup.

  5. Pick the work-item types you want enabled (Bug, Task, User Story, etc.). Bridge only shows the types you select in the create flow.

  6. Enter your ScopeHQ subscription key in Settings → License and click Validate. The key is provided in your ScopeHQ onboarding email.

  7. You're done. Settings are saved per workspace and broadcast to every agent automatically — agents don't need to repeat any of these steps on their own browsers.

Full setup guide with screenshots: https://scopehq.org/docs/bridge-setup.

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