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Customer Support

Alert team when VIP customer submits a ticket

When a VIP customer submits a ticket, Macha checks their order history and account value in Shopify, then immediately alerts the team in Slack with full context and priority escalation.

Ensures high-value customers get fast, informed responses.

Integraciones usadas
Zendesk Zendesk Shopify Shopify Slack Slack

Cómo funciona

Zendesk
Trigger
Zendesk Ticket Created

VIP customer tag detected

Macha
Macha
Shopify Check customer

VIP customer: Total spend $4,200, 15 orders, active since 2023

Macha
Macha
Zendesk Set priority

Ticket priority → Urgent, tagged: vip-customer

Macha
Macha
Slack Alert team

Posted VIP alert to #vip-support

Macha
Macha

🚨 VIP Ticket Alert

• Customer: Rachel Torres

• Lifetime value: $4,200 (15 orders)

• Ticket: "Missing item in my latest order"

• Priority: Urgent

This customer has been with us since 2023 and has never had a complaint before.

Triggers y acciones

Zendesk Trigger

Ticket Created

Zendesk

VIP customer tag detected

Zendesk Acción

Get Ticket

Zendesk

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

Shopify Acción

Get Customer

Shopify

Retrieve a Shopify customer profile including order history and contact details.

Shopify Acción

Search Orders

Shopify

Search orders by customer email, fulfillment status, financial status, or date range.

Zendesk Acción

Update Ticket

Zendesk

Slack Acción

Send Message

Slack

Send a message to any Slack channel or direct message conversation.

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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.

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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.

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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.

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