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Alle Use Cases
Knowledge Management

Reply to Gorgias tickets using macros & knowledge

When a shopper submits a question on Gorgias, Macha searches your macros and help center for the most relevant content and drafts a helpful public reply with clear, step-by-step instructions.

Turns your existing macros and help center into an automated first responder, deflecting common questions while keeping replies accurate and on-brand.

Verwendete Integrationen
Gorgias Gorgias

So funktioniert's

Gorgias
Trigger
Gorgias Ticket Created

Customer asks a question matching a macro or article

Kunde

How long does shipping take to Canada, and do you cover customs fees?

Macha
Macha
Gorgias Search macros

Found: "International Shipping & Duties" — 95% match

Macha
Macha

Great question! Here's how international shipping to Canada works:

1. Orders ship within 1–2 business days

2. Standard delivery to Canada takes 5–8 business days

3. Tracking is emailed as soon as your order leaves our warehouse

4. Duties and taxes are calculated and prepaid at checkout, so there's nothing extra to pay on delivery

Full details: [International Shipping & Duties]

Let me know if you'd like an expedited option!

Macha
Macha
Gorgias Update status

Status → Open, tagged: macro-sent, shipping

Trigger und Aktionen

Gorgias Trigger

Ticket Created

Gorgias

Fires when a new ticket lands in Gorgias.

Gorgias Aktion

Get Ticket

Gorgias

Retrieve full ticket details including the entire message thread, customer info, assignee, and tags.

Gorgias Aktion

Search Macros

Gorgias

Search Gorgias macros (canned responses) by name — find the right pre-written reply for a question.

Gorgias Aktion

Add Public Reply

Gorgias

Send a public reply on a Gorgias ticket via its channel (email, chat, etc.).

Gorgias Aktion

Update Status

Gorgias

Change a Gorgias ticket's status (open, pending, resolved, closed).

Verwandte Use Cases

Respond to common questions via Slack

When someone asks a question in Slack, Macha searches internal documentation in Notion and replies in-thread with the answer — complete with source links.

Slack Notion
Use Case ansehen

Sync resolved ticket insights to Notion

When tickets are resolved, Macha extracts key insights — issue type, resolution, customer sentiment — and logs them to a Notion database for tracking and analysis.

Zendesk Notion
Use Case ansehen

Answer policy questions from Notion wiki

When a customer asks a policy question, Macha searches the internal Notion wiki for the relevant documentation, extracts the answer, and replies on the ticket with a clear, accurate response.

Zendesk Notion
Use Case ansehen

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