Customer Support

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.

Deflects repetitive tickets automatically while maintaining quality, personalized responses.

Intégrations utilisées

Zendesk

Comment ça marche

Trigger

Ticket Created

Common question that matches knowledge base

Client

How do I reset my password? I've tried the login page but can't find the option.

Macha

Search knowledge base

Found: "How to Reset Your Password" — 95% match

Macha

Here's how to reset your password:

1. Go to the login page and click "Forgot Password"

2. Enter your email address

3. Check your inbox for the reset link (check spam too)

4. Click the link and set your new password

The link expires in 24 hours. Let me know if you run into any issues!

Macha

Update ticket

Status → Solved, tagged: kb-auto-resolved

Triggers et actions

Trigger

Ticket Created

Zendesk

Common question that matches knowledge base

Action

Get Ticket

Zendesk

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

Action

Get Articles

Zendesk

Action

Add Comment

Zendesk

Action

Update Ticket

Zendesk

Cas d'usage liés

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.

Voir le cas d'usage

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.

Voir le cas d'usage

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.