Macha
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Alle Use Cases
Customer Support

Alert team when VIP customer submits a ticket

When a VIP customer submits a ticket, Macha checks their order history and account value in Shopify, then immediately alerts the team in Slack with full context and priority escalation.

Ensures high-value customers get fast, informed responses.

Verwendete Integrationen
Zendesk Zendesk Shopify Shopify Slack Slack

So funktioniert's

Zendesk
Trigger
Zendesk Ticket Created

VIP customer tag detected

Macha
Macha
Shopify Check customer

VIP customer: Total spend $4,200, 15 orders, active since 2023

Macha
Macha
Zendesk Set priority

Ticket priority → Urgent, tagged: vip-customer

Macha
Macha
Slack Alert team

Posted VIP alert to #vip-support

Macha
Macha

🚨 VIP Ticket Alert

• Customer: Rachel Torres

• Lifetime value: $4,200 (15 orders)

• Ticket: "Missing item in my latest order"

• Priority: Urgent

This customer has been with us since 2023 and has never had a complaint before.

Trigger und Aktionen

Zendesk Trigger

Ticket Created

Zendesk

VIP customer tag detected

Zendesk Aktion

Get Ticket

Zendesk

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

Shopify Aktion

Get Customer

Shopify

Retrieve a Shopify customer profile including order history and contact details.

Shopify Aktion

Search Orders

Shopify

Search orders by customer email, fulfillment status, financial status, or date range.

Zendesk Aktion

Update Ticket

Zendesk

Slack Aktion

Send Message

Slack

Send a message to any Slack channel or direct message conversation.

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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