Onboarding

Collect customer feedback post-resolution

After a ticket is resolved, Macha automatically sends a personalized follow-up reply on the ticket asking for feedback and logs the activity.

Automates the feedback collection loop to continuously improve support quality.

Intégrations utilisées

Zendesk

Comment ça marche

Trigger

Ticket Solved

Ticket marked as solved

Macha

Read resolution

Ticket #6702 — Product return processed successfully

Macha

Send feedback request

Adding follow-up reply to ticket

Macha

Added follow-up reply:

"Hi Emily, your support request about returning your order has been resolved. We'd love to hear how we did — your feedback helps us improve. Thank you!"

Macha

Log activity

Added internal note: Feedback request sent

Triggers et actions

Trigger

Ticket Solved

Zendesk

Ticket marked as solved

Action

Get Ticket

Zendesk

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

Action

Add Public Reply

Zendesk

Post a customer-visible reply on a ticket.

Action

Add Internal Note

Zendesk

Post a private internal note visible only to agents.

Cas d'usage liés

Add follow-up note after ticket resolution

After a ticket is resolved, Macha automatically adds a personalized follow-up public reply on the ticket — checking in with the customer and asking for feedback.

Voir le cas d'usage

Guide new customers through setup via Slack

When a new customer joins a shared Slack channel, Macha walks them through onboarding — pulling setup guides from Notion, sharing relevant Google Docs, and answering questions along the way.