Macha
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Alle Use Cases
Customer Support

Triage inbound Gmail into replies and escalations

When a new email lands in a shared support mailbox, Macha reads it, classifies whether it's a common question or a real escalation, replies from the same mailbox for the easy ones, and forwards the rest into your ticketing system with context attached.

Removes the manual triage step that eats a support team's morning.

Verwendete Integrationen
Gmail Gmail Zendesk Zendesk

So funktioniert's

Gmail
Trigger
Gmail New Message Received

New email in support@ inbox

Kunde

Hi, my invoice from March hasn't arrived. Can you resend it? — Alex (order #2914)

Macha
Macha
Gmail Read email + classify

Detected "invoice request" — routine question, self-servable

Macha
Macha
Shopify Look up order + invoice

Pulled invoice PDF for order #2914 from Shopify

Macha
Macha
Gmail Reply from mailbox

Sent invoice with a short note; labeled the thread "Resolved"

Macha
Macha

Hi Alex, your invoice for order #2914 is attached. Let me know if you need anything else — [email protected]

Trigger und Aktionen

Gmail Trigger

New Message Received

Gmail

Fires when a new email arrives in the mailbox. Optionally scoped to a specific label.

Gmail Aktion

Get Email

Gmail

Fetch the full body, headers, and attachment list of a single message.

Gmail Aktion

Reply to Email

Gmail

Reply to an existing thread while preserving the subject and the thread chain.

Gmail Aktion

Modify Labels

Gmail

Add or remove Gmail labels on a message. Use to mark read/unread, star, archive, or apply custom labels.

Zendesk Aktion

Add Public Reply

Zendesk

Post a customer-visible reply on a ticket.

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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