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Customer Support

Handle Freshdesk ticket escalations automatically

When a Freshdesk ticket priority changes to urgent, Macha gathers the full ticket context, searches knowledge base articles for relevant information, adds a detailed summary note, and notifies the team in Slack.

Ensures escalated tickets are handled quickly with complete context, and the right people are alerted immediately.

Verwendete Integrationen
Freshdesk Freshdesk Slack Slack

So funktioniert's

Freshdesk
Trigger
Freshdesk Ticket Updated

Ticket priority changed to Urgent

Macha
Macha
Freshdesk Get ticket details

Ticket #8301 — customer reporting complete service outage, 3 replies, unresolved for 4 hours

Macha
Macha
Freshdesk Search articles

Found: "Service Outage Troubleshooting" and "Escalation Procedures" in knowledge base

Macha
Macha
Freshdesk Add summary note

Added internal note with full context, troubleshooting steps, and escalation history

Macha
Macha
Slack Notify team

Posted escalation alert to #escalations channel

Macha
Macha

Escalation alert posted to Slack:

• Ticket: #8301 — Complete service outage

• Customer: [email protected]

• Open for: 4 hours, 3 customer replies

• Context: Troubleshooting steps from KB added as internal note

• Action needed: Engineering review recommended

Trigger und Aktionen

Freshdesk Trigger

Ticket Updated

Freshdesk

Fires when any field on a ticket changes — status, assignee, priority, or tags.

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 Note

Freshdesk

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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