Macha
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Alle Use Cases
Order Management

Look up order details mid-conversation

While handling a ticket, your agent asks Macha to pull up order details from Shopify. Macha surfaces the order info right in the conversation so the agent can reference it in their reply.

Agents get instant context without leaving their helpdesk or switching to Shopify.

Verwendete Integrationen
Zendesk Zendesk Shopify Shopify

So funktioniert's

Zendesk
Trigger
Zendesk Ticket Created

Agent needs order context

Kunde

I need to check on an order for a customer — can you pull up order #3019?

Macha
Macha
Shopify Look up order

Retrieving order #3019 from Shopify

Macha
Macha

Here's what I found for order #3019:

• Customer: James Wilson ([email protected])

• Items: 1x Premium Headphones ($149.00)

• Status: Fulfilled — shipped March 1

• Tracking: UPS #1Z999AA10123456784

Would you like me to draft a reply for the customer?

Trigger und Aktionen

Zendesk Trigger

Ticket Created

Zendesk

Agent needs order context

Shopify Aktion

Get Order

Shopify

Look up an order by ID or order number with full line items, fulfillment, and payment status.

Shopify Aktion

Get Customer

Shopify

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

Verwandte Use Cases

Auto-resolve order status inquiries

When a customer asks about their order status, Macha automatically looks up the order in Shopify, checks fulfillment and tracking details, and replies on the ticket — no agent needed.

Zendesk Shopify
Use Case ansehen

Handle "where is my order" from Slack

When a team member asks about an order in Slack, Macha pulls up the order details from Shopify and replies in-thread with the full status — tracking, fulfillment, and delivery estimate.

Slack Shopify
Use Case ansehen

Notify customers about shipping delays

When a shipping delay is detected in Shopify, Macha proactively creates a Zendesk ticket and sends the customer a personalized update — before they even ask.

Shopify Zendesk Slack
Use Case ansehen

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