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Relay urgent tickets to Slack
When a ticket is marked as urgent in Zendesk, Macha immediately posts a notification to the designated Slack channel with ticket details, customer info, and a direct link.
Ensures urgent issues get immediate team visibility without anyone watching the queue.
Comment ça marche
Ticket Created
Ticket priority is Urgent
Read ticket
Urgent ticket #9102 — customer account compromised
Alert team
Posting to #urgent-support
🚨 Urgent Ticket #9102
• Subject: Account compromised — unauthorized access
• Customer: [email protected]
• Priority: Urgent
• Created: 2 minutes ago
This requires immediate attention — possible security incident.
Triggers et actions
Trigger
Ticket Created
Zendesk
Ticket priority is Urgent
Action
Get Ticket
Zendesk
Retrieve full ticket details including conversation history, tags, brand, and requester info.
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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