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Auto-resolve ticket inquiries via Freshdesk
When a new Freshdesk ticket comes in, Macha reads the customer's message, searches your knowledge base and help articles for the best answer, and replies with a clear resolution — no agent needed.
Handles common questions end-to-end on Freshdesk, freeing your team to focus on complex issues that require a human touch.
Comment ça marche
Ticket Created
Customer submits a new ticket
How do I export my data from the platform? I need to download a CSV of my account history.
Search articles
Found: "How to Export Your Data" — 97% match
Hi! You can export your data as a CSV by following these steps:
1. Go to Settings → Account → Data Export
2. Select the date range you need
3. Choose "CSV" as the format
4. Click "Export" — you'll receive a download link via email within a few minutes
Let me know if you need help with anything else!
Update ticket
Status → Resolved, tagged: kb-auto-resolved
Triggers et actions
Trigger
Ticket Created
Freshdesk
Fires when a new ticket is created in Freshdesk.
Action
Get Ticket
Freshdesk
Retrieve full ticket details including conversations, tags, and custom fields by ticket ID.
Action
Search Articles
Freshdesk
Search the Freshdesk knowledge base for solution articles by keyword.
Action
Add Reply
Freshdesk
Action
Update Ticket
Freshdesk
Cas d'usage liés
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.
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.
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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