Onboarding

Add follow-up note after ticket resolution

After a ticket is resolved, Macha automatically adds a personalized follow-up public reply on the ticket — checking in with the customer and asking for feedback.

Improves CSAT by showing customers you care beyond the initial resolution.

Verwendete Integrationen

Zendesk

So funktioniert's

Trigger

Ticket Solved

Ticket marked as solved

Macha

Read resolution

Ticket #5501 — Billing dispute resolved with refund

Macha

Send follow-up

Adding follow-up reply to ticket

Macha

Added follow-up reply:

"Hi Sarah, I wanted to check in and make sure everything was resolved to your satisfaction regarding the billing issue we discussed. If you have any other questions or concerns, don't hesitate to reach out. We're always here to help!"

Trigger und Aktionen

Trigger

Ticket Solved

Zendesk

Ticket marked as solved

Aktion

Get Ticket

Zendesk

Retrieve full ticket details including conversation history, tags, brand, and requester info.

Aktion

Add Public Reply

Zendesk

Post a customer-visible reply on a ticket.

Verwandte Use Cases

Guide new customers through setup via Slack

When a new customer joins a shared Slack channel, Macha walks them through onboarding — pulling setup guides from Notion, sharing relevant Google Docs, and answering questions along the way.