Macha
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Alle Use Cases
Customer Support

Triage and route Gorgias tickets by topic

When a new ticket arrives in Gorgias, Macha reads the content, determines the topic and urgency, sets the priority, applies tags, and routes it to the right team — all in seconds.

Eliminates manual triage on Gorgias and ensures every ticket reaches the right agent from the start, reducing first-response times.

Verwendete Integrationen
Gorgias Gorgias

So funktioniert's

Gorgias
Trigger
Gorgias Ticket Created

Any new ticket

Kunde

I was charged twice for order #10482 and I need this fixed immediately. This is unacceptable.

Macha
Macha
Gorgias Analyze ticket

Topic: Billing → Duplicate Charge. Priority: Urgent. Sentiment: Frustrated

Macha
Macha
Gorgias Update priority

Priority → Urgent, tagged: billing, duplicate-charge

Macha
Macha
Gorgias Assign ticket

Assigned to Billing team, added internal note with classification details

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

Update Priority

Gorgias

Change a Gorgias ticket's priority (low, normal, high, urgent).

Gorgias Aktion

Update Tags

Gorgias

Set tags on a Gorgias ticket — replaces the existing tag set.

Gorgias Aktion

Assign Ticket

Gorgias

Assign a Gorgias ticket to a specific user (agent), team, or both.

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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