Macha
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Customer Support

Escalate tickets with full context bundle

When a ticket needs escalation, Macha gathers all relevant context — ticket history, customer orders, payment data — bundles it into a clean summary, escalates the ticket, and posts an alert to the team Slack channel.

Ensures the escalation team has everything they need from the start.

Integraciones usadas
Zendesk Zendesk Shopify Shopify Stripe Stripe Slack Slack

Cómo funciona

Zendesk
Trigger
Zendesk Ticket Updated

Ticket flagged for escalation

Macha
Macha
Zendesk Gather context

Ticket #4920: 3 interactions, customer frustrated, billing dispute

Macha
Macha
Shopify Pull order data

2 orders in last 30 days, one partially fulfilled

Macha
Macha
Stripe Pull billing data

Customer has $198 in charges, one disputed

Macha
Macha
Zendesk Escalate ticket

Priority → Urgent, assigned to Senior Support, internal note added

Macha
Macha
Slack Alert team

Posted escalation alert to #escalations with full context

Triggers y acciones

Zendesk Trigger

Ticket Updated

Zendesk

Ticket flagged for escalation

Zendesk Acción

Get Ticket

Zendesk

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

Shopify Acción

Get Order

Shopify

Look up an order by ID or order number with full line items, fulfillment, and payment status.

Stripe Acción

Get Customer

Stripe

Look up a Stripe customer by email, ID, or name and retrieve their full profile.

Zendesk Acción

Update Ticket

Zendesk

Zendesk Acción

Add Comment

Zendesk

Slack Acción

Send Message

Slack

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

Casos de uso relacionados

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.

Zendesk
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