Macha
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Alle Use Cases
Customer Support

Relay urgent tickets to Slack

When a ticket is marked as urgent in Zendesk, Macha immediately posts a notification to the designated Slack channel with ticket details, customer info, and a direct link.

Ensures urgent issues get immediate team visibility without anyone watching the queue.

Verwendete Integrationen
Zendesk Zendesk Slack Slack

So funktioniert's

Zendesk
Trigger
Zendesk Ticket Created

Ticket priority is Urgent

Macha
Macha
Zendesk Read ticket

Urgent ticket #9102 — customer account compromised

Macha
Macha
Slack Alert team

Posting to #urgent-support

Macha
Macha

🚨 Urgent Ticket #9102

• Subject: Account compromised — unauthorized access

• Customer: [email protected]

• Priority: Urgent

• Created: 2 minutes ago

This requires immediate attention — possible security incident.

Trigger und Aktionen

Zendesk Trigger

Ticket Created

Zendesk

Ticket priority is Urgent

Zendesk Aktion

Get Ticket

Zendesk

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

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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