Macha
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Customer Support

Handle ticket reopens with context

When a solved ticket is reopened, Macha pulls the full history — previous conversations, order data, and payment records — and generates a context summary so the responding agent (or Macha itself) can pick up right where things left off.

Prevents the frustrating "can you explain your issue again" experience for customers.

Integraciones usadas
Zendesk Zendesk Shopify Shopify Stripe Stripe

Cómo funciona

Zendesk
Trigger
Zendesk Ticket Reopened

Previously solved ticket is reopened

Cliente

I'm still having the same issue — the replacement item you sent is also defective.

Macha
Macha
Zendesk Get history

Previous ticket: defective item reported Feb 20, replacement shipped Feb 22

Macha
Macha
Shopify Check order

Replacement order #3847 delivered Feb 25

Macha
Macha
Stripe Check payments

Original payment $79.00, no refund issued yet

Macha
Macha

I'm so sorry about this — I can see you received a replacement on Feb 25 and it's also not working. Given this is the second defective item, I'd like to offer you a full refund of $79.00 instead. I've started processing that now, and you should see it within 5-7 business days. Would you also like a return label for the defective items?

Triggers y acciones

Zendesk Trigger

Ticket Reopened

Zendesk

Previously solved ticket is reopened

Zendesk Acción

Get Ticket

Zendesk

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

Zendesk Acción

Search Tickets

Zendesk

Search across all Zendesk tickets by keyword, status, assignee, or any search syntax.

Shopify Acción

Get Order

Shopify

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

Stripe Acción

List Payments

Stripe

List all payments for a customer, filtered by status, amount, or date range.

Zendesk Acción

Add Comment

Zendesk

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.

Zendesk
Ver caso de uso

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
Ver caso de uso

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
Ver caso de uso

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