Macha
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Alle Use Cases
Knowledge Management

Surface relevant Help Center articles during chat

While an agent is chatting with a customer, Macha proactively searches the Help Center and surfaces the most relevant articles the agent can share or reference in their reply.

Puts the right knowledge at the agent's fingertips, right when they need it.

Verwendete Integrationen
Zendesk Zendesk

So funktioniert's

Zendesk
Trigger
Zendesk Ticket Updated

Agent is responding to a ticket

Kunde

I'm looking at ticket #8301 — the customer wants to know how to set up two-factor authentication. Any relevant articles?

Macha
Macha
Zendesk Search Help Center

Found 2 matching articles

Macha
Macha

Here are the most relevant Help Center articles:

1. **"Setting Up Two-Factor Authentication"** (98% match)

Covers setup steps for SMS and authenticator app methods.

2. **"Account Security Best Practices"** (82% match)

Includes 2FA plus password requirements and session management.

Want me to include the setup steps in your reply, or share the article link directly?

Trigger und Aktionen

Zendesk Trigger

Ticket Updated

Zendesk

Agent is responding to a ticket

Zendesk Aktion

Get Ticket

Zendesk

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

Zendesk Aktion

Get Articles

Zendesk

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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