How to Link an Azure DevOps Work Item to a BoldDesk Ticket on Mobile
In the BoldDesk Mobile App, agents can link a support ticket to an existing Azure DevOps work item by entering the Work Item ID. If a matching work item does not exist, you can create one from the same screen, and it will be linked automatically. Once linked, the work item appears inside the ticket’s Azure DevOps panel so your support and development teams can stay in sync.
Prerequisites
Before linking a work item, ensure the following:
- BoldDesk Mobile App installed and you are signed in with an agent account.
- The Azure DevOps marketplace app is installed and authorized for your BoldDesk helpdesk (configured by an admin).
If you don’t see Apps or Azure DevOps in a ticket, contact your admin. - You have access to the target Organization and Project in Azure DevOps.
- The Work Item ID you intend to link (for linking to an existing item).
Link an Existing Azure DevOps Work Item
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Open the BoldDesk Mobile App.
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Go to Tickets, then open the ticket you want to link.
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Tap More options (⋮) in the ticket header to open the action sheet.
- In the action sheet, tap Apps.
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On the Apps screen, tap Azure DevOps.
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In the Azure DevOps panel for the ticket, tap Link Work Item at the bottom.
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On the Azure DevOps – Link Work Item screen:
- Select Organization (required).
- Select Project (required).
- Enter the Work Item ID (required), then tap the search icon to fetch the item.
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When the item is found, the Link Work Item button becomes active. Tap Link Work Item.
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You’ll return to the Azure DevOps panel, now showing the linked work item on the ticket.
How to unlink Azure work item with a ticket.
- Open the ticket → More options (⋮) → Apps → Azure DevOps.
- In the Azure DevOps panel, locate the linked work item.
- Tap Unlink on the linked work item card.
- In the confirmation dialog, tap Unlink to confirm.
- After unlinking, the Azure DevOps panel returns to the empty state, and you will again see Link Work Item and Create Work Item actions.
- The BoldDesk mobile app does not currently support ticket sorting via filters. Similar functionality can be achieved by creating custom ticket views.
FAQs
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Can I create a new Azure DevOps work item from the mobile app?
Yes. If no work item exists for the ticket, you can tap Create Work Item from the Azure DevOps panel. After creating it, the item will be automatically linked to the ticket. -
Why can’t I see the Azure DevOps option under Apps?
This may occur if:
- The Azure DevOps app is not installed or configured by your admin.
- Your agent role lacks permission to access apps.
- Your helpdesk plan does not support app integrations.
Contact your BoldDesk admin to enable the integration.
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What types of Azure DevOps work items can be linked or created?
The mobile app supports all work item types available in your Azure DevOps Project Process (e.g., User Story, Bug, Task), as long as your Azure permissions allow you to view or create them. -
What happens if I enter an invalid Work Item ID?
If the ID doesn’t exist or you lack permission to access it, the app will display an error indicating the work item cannot be found. You must provide a valid Work Item ID or create a new one. -
Can multiple Azure DevOps work items be linked to a single BoldDesk ticket?
No. The BoldDesk mobile app currently supports linking only one Azure DevOps work item per ticket.
If you need to associate a different work item, first Unlink the existing one from the Azure DevOps panel in the ticket, then Link (or Create) the new work item. -
Does unlinking a work item delete it from Azure DevOps?
No. Unlinking only removes the association within BoldDesk. The work item remains unchanged in Azure DevOps.
