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Knowledge Management

Draft ticket replies using Google Docs context

When a ticket needs a detailed response, Macha reads the conversation, searches relevant Google Docs and Notion pages for context, and drafts an accurate reply — pulling from your internal documentation.

Speeds up ticket responses while ensuring accuracy by referencing your team's knowledge base.

Integraciones usadas
Zendesk Zendesk Google Workspace Google Workspace Notion Notion

Cómo funciona

Zendesk
Trigger
Zendesk Ticket Created

Ticket needs a detailed response

Cliente

A customer is asking about our API rate limits and pricing tiers. Can you help me draft a reply?

Macha
Macha
Google Workspace Read Google Doc

Found "API Documentation" in Google Docs

Macha
Macha
Notion Search docs

Found "Pricing Tiers" in Notion

Macha
Macha

Here's a draft reply based on your docs:

"Hi Mark, thanks for reaching out about our API. Here are the details for the Enterprise tier:

• Rate limit: 10,000 requests/minute

• Monthly quota: 5M requests

• Priority support and dedicated endpoint available

• Pricing: Custom — I'd love to set up a call to discuss your specific needs.

Would Thursday at 2pm work for a quick chat?"

Shall I post this as a reply on the ticket?

Triggers y acciones

Zendesk Trigger

Ticket Created

Zendesk

Ticket needs a detailed response

Zendesk Acción

Get Ticket

Zendesk

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

Google Workspace Acción

Read Google Doc

Google Workspace

Read the full content of a Google Doc by its document ID or URL.

Notion Acción

Search Pages

Notion

Search across all Notion pages by title or content keyword.

Zendesk Acción

Add Internal Note

Zendesk

Post a private internal note visible only to agents.

Casos de uso relacionados

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When someone asks a question in Slack, Macha searches internal documentation in Notion and replies in-thread with the answer — complete with source links.

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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
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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
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