Macha
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Alle Use Cases
Customer Support

Auto-resolve ticket inquiries via Freshdesk

When a new Freshdesk ticket comes in, Macha reads the customer's message, searches your knowledge base and help articles for the best answer, and replies with a clear resolution — no agent needed.

Handles common questions end-to-end on Freshdesk, freeing your team to focus on complex issues that require a human touch.

Verwendete Integrationen
Freshdesk Freshdesk

So funktioniert's

Freshdesk
Trigger
Freshdesk Ticket Created

Customer submits a new ticket

Kunde

How do I export my data from the platform? I need to download a CSV of my account history.

Macha
Macha
Freshdesk Search articles

Found: "How to Export Your Data" — 97% match

Macha
Macha

Hi! You can export your data as a CSV by following these steps:

1. Go to Settings → Account → Data Export

2. Select the date range you need

3. Choose "CSV" as the format

4. Click "Export" — you'll receive a download link via email within a few minutes

Let me know if you need help with anything else!

Macha
Macha
Freshdesk Update ticket

Status → Resolved, tagged: kb-auto-resolved

Trigger und Aktionen

Freshdesk Trigger

Ticket Created

Freshdesk

Fires when a new ticket is created in Freshdesk.

Freshdesk Aktion

Get Ticket

Freshdesk

Retrieve full ticket details including conversations, tags, and custom fields by ticket ID.

Freshdesk Aktion

Search Articles

Freshdesk

Search the Freshdesk knowledge base for solution articles by keyword.

Freshdesk Aktion

Add Reply

Freshdesk

Freshdesk Aktion

Update Ticket

Freshdesk

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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