Macha
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Customer Support

Daily support metrics summary in Slack

Every morning, Macha pulls the previous day's support metrics from Zendesk — tickets created, solved, average response time, CSAT — and posts a clean summary to a Slack channel.

Keeps leadership and the support team aligned on performance without manual reporting.

Verwendete Integrationen
Zendesk Zendesk Slack Slack

So funktioniert's

Zendesk
Trigger
Zendesk Scheduled

Daily at 9:00 AM

Macha
Macha
Zendesk Pull metrics

Querying yesterday's ticket data from Zendesk

Macha
Macha

📊 Daily Support Summary — March 4

• Tickets created: 47

• Tickets solved: 52

• First response time (avg): 12 min

• Resolution time (avg): 2.4 hours

• CSAT: 94%

• Top topic: Order tracking (18 tickets)

✅ Cleared backlog — 5 more solved than created

Trigger und Aktionen

Zendesk Trigger

Scheduled

Zendesk

Daily at 9:00 AM

Zendesk Aktion

Search Tickets

Zendesk

Search across all Zendesk tickets by keyword, status, assignee, or any search syntax.

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

Testen Sie diesen
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In wenigen Minuten eingerichtet. Kein Code, kein Implementierungsteam. Einfach verbinden und loslegen.

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500 Freikredite · ohne Zeitlimit, ohne Kreditkarte