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Look up HubSpot context on every support ticket
When a Zendesk ticket lands, Macha pulls the customer's HubSpot record — their plan, open deals, lifecycle stage, and account owner — and drops it into an internal note so the agent has full CRM context before they reply.
No more tab-switching to check who this customer is.
Comment ça marche
Pull associations
Enterprise plan · 1 open deal ($48k, Proposal stage) · Owner: Priya
Post internal note
Attached CRM snapshot to ticket for the agent
**CRM context (from HubSpot)**
• Sarah Chen — VP Support @ Acme (Enterprise plan)
• Open deal: $48k renewal in Proposal stage
• Account owner: Priya · Loop her in if this is at risk
• Lifecycle: Customer · Last touched 2 days ago
Triggers et actions
Trigger
Ticket Created
Zendesk
A new ticket is created from a known customer
Action
Get Ticket
Zendesk
Retrieve full ticket details including conversation history, tags, brand, and requester info.
Action
Search Contacts
HubSpot
Search HubSpot contacts by name, email, phone, or company.
Action
Get Contact
HubSpot
Fetch a contact record with its properties plus associated companies and deals.
Action
Add Internal Note
Zendesk
Post a private internal note visible only to agents.
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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