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Alle Use Cases
Customer Support

Search internal docs to resolve tickets

When a support ticket comes in, Macha searches your Confluence knowledge base for relevant documentation, finds the right troubleshooting steps, and adds the context as an internal note on the ticket — so your agents have the answer ready before they even open it.

Perfect for teams with detailed runbooks and SOPs spread across Confluence spaces.

Verwendete Integrationen
Zendesk Zendesk Confluence Confluence

So funktioniert's

Zendesk
Trigger
Zendesk Ticket Created

New ticket requires internal documentation lookup

Kunde

We're getting a 503 error when trying to access the reporting dashboard. Started about an hour ago.

Macha
Macha
Confluence Search Confluence

Searching for "503 error reporting dashboard" across all spaces

Macha
Macha
Confluence Read page

Found: "Reporting Dashboard — Troubleshooting Guide" in Engineering space

Macha
Macha
Zendesk Add internal note

Added troubleshooting steps from Confluence as an internal note on the ticket

Macha
Macha

I found a relevant troubleshooting guide in Confluence. The 503 error on the reporting dashboard is typically caused by a cache overflow during peak hours.

I've added the full troubleshooting steps as an internal note on the ticket, including:

• Check cache service status

• Restart the reporting worker

• Verify database connection pool

The guide also notes this was last seen in January and was resolved by restarting the reporting worker.

Trigger und Aktionen

Zendesk Trigger

Ticket Created

Zendesk

New ticket requires internal documentation lookup

Zendesk Aktion

Get Ticket

Zendesk

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

Confluence Aktion

Search Pages

Confluence

Search Confluence pages by keyword across all spaces or within a specific space.

Confluence Aktion

Get Page

Confluence

Read the full content of a Confluence page by its page ID.

Zendesk Aktion

Add Comment

Zendesk

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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