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Customer Support

Add internal notes with context on Gorgias tickets

When a Gorgias ticket is updated, Macha pulls relevant context — customer history, related tickets, and past orders — and adds a detailed internal note so the agent has everything they need.

Gives agents instant context without manual digging, speeding up resolution and improving the quality of every reply.

Verwendete Integrationen
Gorgias Gorgias

So funktioniert's

Gorgias
Trigger
Gorgias Ticket Updated

Ticket is updated or reassigned

Macha
Macha
Gorgias Search customers

Found customer: Lisa Park ([email protected]) — 9 orders, 4 previous tickets, VIP

Macha
Macha
Gorgias Search related tickets

Found 2 related tickets: #4210 (damaged item, refunded) and #4087 (delivery delay, resolved)

Macha
Macha
Gorgias Add internal note

Added context note with customer history and related ticket summaries

Macha
Macha

Internal note added to ticket:

• Customer: Lisa Park — VIP, 9 orders, lifetime value $1,840

• Related: #4210 (damaged item, refunded Feb 12) and #4087 (delivery delay, Jan 28)

• Pattern: Two fulfillment issues in 60 days — consider a goodwill gesture

• Last interaction: Positive after refund

Trigger und Aktionen

Gorgias Trigger

Ticket Updated

Gorgias

Fires when a ticket is updated — status, priority, assignment, tags.

Gorgias Aktion

Get Ticket

Gorgias

Retrieve full ticket details including the entire message thread, customer info, assignee, and tags.

Gorgias Aktion

Search Customers

Gorgias

Find Gorgias customers by email, phone, or name.

Gorgias Aktion

Search Tickets

Gorgias

Full-text search across Gorgias tickets — subject, message body, and customer details.

Gorgias Aktion

Add Internal Note

Gorgias

Post a private internal note on a Gorgias ticket — visible only to agents.

Verwandte Use Cases

Auto-reply using knowledge base articles

When a ticket comes in with a common question, Macha searches the Help Center knowledge base for the most relevant article, extracts the key steps, and replies with a clear, helpful answer.

Zendesk
Use Case ansehen

Draft ticket responses for agent review

Macha reads the ticket, searches relevant documentation in Notion, and drafts a response for the agent. The agent can edit, approve, or rewrite before sending.

Zendesk Notion
Use Case ansehen

Triage and route tickets by topic

When a new ticket arrives, Macha reads the content, classifies the topic, sets the appropriate priority, and routes it to the right team or agent — all in seconds.

Zendesk
Use Case ansehen

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