In BoldDesk, support tickets can be linked to existing Azure DevOps work items by simply searching for the work item ID. If a relevant work item does not already exist, you can create a new one directly from the ticket interface. Once created, the new work item is automatically linked to the support ticket. Learn more on Creating Azure DevOps Work Item with BoldDesk Ticket.

Once linked, these items will be displayed directly within the ticket view.

This integration enables agents to notify the Azure DevOps team by posting comments for ticket status, priority, and note updates, ensuring that the support team stays informed about the progress of issues reported by customers. This provides better collaboration with the development team and faster resolution of technical concerns.

Follow these steps to link tickets with Azure DevOps work items:

1. Open the ticket to be linked and click Apps in the left sidebar and open the Azure DevOps app.
2. Click Link Work Item.
3. Select the Organization and Project.
4. Enter the Work Item ID and click the search icon.
5. Click the work item to link with the ticket.

How to unlink Azure work item with a ticket

1. Click the Unlink option in the respective linked work item to remove the connection between the Azure DevOps work item and the ticket.
2. A confirmation dialog will appear, click the Unlink button to confirm.

Viewing Tickets Linked to Azure DevOps

Tickets that are linked with Azure DevOps can be easily tracked and managed within BoldDesk. To view these linked tickets, users can utilize the Advanced Filter option in the ticket list view.

By applying this filter “Marketplace App >> Is >> Azure DevOps", support teams can quickly identify which tickets are associated with development tasks or work items in Azure DevOps.

Frequently Asked Questions (FAQs)

1) How do I link a BoldDesk ticket to an Azure DevOps work item?
Open the ticket → in the left sidebar, click Apps → open Azure DevOps → click Link Work Item → select Organization and Project → enter the Work Item ID and click the Search icon → click the work item to link it to the ticket.

2) Can I create a new Azure DevOps work item directly from a ticket?
Yes. If a relevant work item doesn’t exist, you can create one from the ticket interface, and it is automatically linked to the ticket. Learn more: Creating Azure DevOps Work Item with BoldDesk Ticket (link provided in your content).

3) What happens after linking—and how do teams stay updated?
The linked work item appears inside the ticket view. Agents can notify the Azure DevOps team by posting comments for ticket status, priority, and note updates, improving collaboration and speeding resolution.

4) How do I unlink a work item from a ticket?
In the linked work item panel, click Unlink → confirm in the dialog by clicking Unlink again.

5) How can I find all tickets linked to Azure DevOps (and are there linking limits)?
In the ticket list, use Advanced Filter → Marketplace App → Is → Azure DevOps to list linked tickets.
Linking limits: One Azure DevOps work item can be linked to multiple tickets, but one ticket cannot be linked to multiple Azure DevOps work items.

Related Article

Installing And Configuring The Azure DevOps.