Macha
Funktionen Macha für Zendesk Kontinuierliche Agenten-Auswertung Chrome-Erweiterung Zendesk Copilot Widget Mit Sidekick bauen Mit Claude Code und Codex bauen Anwendungsfälle Integrationen Preise Dokumentation API-Referenz Effektive Agenten bauen
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Alle Use Cases
Knowledge Management

Search internal docs to help an agent

When an agent needs internal information, Macha searches across Google Docs and Notion to find the relevant documentation and presents key excerpts right in the conversation.

Agents get instant access to internal knowledge without hunting through docs manually.

Verwendete Integrationen
Google Workspace Google Workspace Notion Notion

So funktioniert's

Zendesk
Trigger
Zendesk Ticket Updated

Agent asks for internal information

Kunde

Can you find our SLA terms for enterprise customers? I need to respond to a ticket about response times.

Macha
Macha
Google Workspace Search Google Docs

Found "Enterprise SLA Agreement v3" in Google Drive

Macha
Macha
Notion Search Notion

Found "Enterprise Support Tiers" in Notion wiki

Macha
Macha

Here's what I found:

**Enterprise SLA (from Google Docs):**

• Critical issues: 1-hour response, 4-hour resolution

• High priority: 4-hour response, 24-hour resolution

• Normal: 24-hour response, 72-hour resolution

**Support Tiers (from Notion):**

• Enterprise customers get dedicated Slack channel access

• Priority routing — tickets skip general queue

Want me to draft a reply using these details?

Trigger und Aktionen

Zendesk Trigger

Ticket Updated

Zendesk

Agent asks for internal information

Google Workspace Aktion

Search Docs

Google Workspace

Google Workspace Aktion

Get Document

Google Workspace

Notion Aktion

Search Pages

Notion

Search across all Notion pages by title or content keyword.

Notion Aktion

Get Page

Notion

Retrieve the full content of a Notion page including nested blocks.

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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