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Customer Support

Generate weekly support reports as spreadsheets

On a schedule or when requested, Macha pulls ticket data from Zendesk for the past week, compiles key metrics — volume, resolution times, CSAT, top topics — and generates an Excel spreadsheet with the full report.

Replaces manual reporting with automated, shareable spreadsheets that keep the team aligned on support performance.

Intégrations utilisées
Zendesk Zendesk File Tools File Tools

Comment ça marche

Zendesk
Trigger
Zendesk Scheduled

Weekly on Monday at 9:00 AM

Macha
Macha
Zendesk Search tickets

Querying all tickets from the last 7 days in Zendesk

Macha
Macha
Zendesk Compile metrics

Calculated volume, resolution time, CSAT, top topics, and agent performance

Macha
Macha
File Tools Create spreadsheet

Generated Excel report with Summary, Tickets, Agent Performance, and Topics sheets

Macha
Macha
File Tools Share file

Shared weekly-support-report-mar-24.xlsx

Macha
Macha

Weekly Support Report — Mar 17 to Mar 23

• Total tickets: 312

• Resolved: 298 (95.5%)

• Avg first response: 8 min

• Avg resolution time: 1.8 hours

• CSAT: 96%

• Top topics: Account access (42), Billing (38), Setup help (31)

Full report attached as weekly-support-report-mar-24.xlsx with detailed breakdowns by agent, topic, and day.

Triggers et actions

Zendesk Trigger

Scheduled

Zendesk

Weekly on Monday at 9:00 AM

Zendesk Action

Search Tickets

Zendesk

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

Zendesk Action

Get Ticket

Zendesk

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

File Tools Action

Create Spreadsheet

File Tools

Generate an Excel (.xlsx) spreadsheet from structured data with formatted columns and rows.

File Tools Action

Share File

File Tools

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.

Zendesk
Voir le cas d'usage

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
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.

Zendesk
Voir le cas d'usage

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