Freshdesk
Gorgias
Front
Shopify
Stripe
Google Workspace
Confluence
Notify team of trending support topics
Macha monitors ticket volume patterns in Zendesk and alerts the team in Slack when a particular topic spikes — potential product issue, outage, or emerging trend.
Gives early warning of issues before they become a flood of tickets.
Comment ça marche
Scheduled
Hourly topic analysis
Analyze trends
"Login issues" tickets up 300% in last 2 hours (12 tickets vs. normal 3)
🔥 Trending Topic Alert
"Login issues" is spiking — 12 tickets in the last 2 hours (normal: ~3).
Common thread: Customers reporting "502 error" on the login page.
This may indicate a service issue. Consider checking with engineering.
Triggers et actions
Trigger
Scheduled
Zendesk
Hourly topic analysis
Action
Search Tickets
Zendesk
Search across all Zendesk tickets by keyword, status, assignee, or any search syntax.
Action
Send Message
Slack
Send a message to any Slack channel or direct message conversation.
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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