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Knowledge Management

Reply to Freshdesk tickets using knowledge base articles

When a customer submits a question on Freshdesk, Macha searches your Freshdesk knowledge base articles for the most relevant content and drafts a helpful public reply with step-by-step instructions.

Turns your existing knowledge base into an automated first responder, deflecting common questions while maintaining helpful, accurate replies.

Intégrations utilisées
Freshdesk Freshdesk

Comment ça marche

Freshdesk
Trigger
Freshdesk Ticket Created

Customer asks a question matching knowledge base

Client

How do I set up SSO with my identity provider? We use Okta and need to configure SAML.

Macha
Macha
Freshdesk Search knowledge base

Found: "Setting Up SAML SSO with Okta" — 96% match

Macha
Macha

Great question! Here's how to set up SAML SSO with Okta:

1. In your admin panel, go to Settings → Security → SSO Configuration

2. Select "SAML 2.0" as the authentication method

3. Copy the Entity ID and ACS URL into your Okta app settings

4. Upload the metadata XML from Okta back into the SSO settings

5. Enable SSO and test with a sample login

Full guide: [Setting Up SAML SSO with Okta]

Let me know if you run into any issues during setup!

Macha
Macha
Freshdesk Update ticket

Status → Pending, tagged: kb-article-sent, sso-setup

Triggers et actions

Freshdesk Trigger

Ticket Created

Freshdesk

Fires when a new ticket is created in Freshdesk.

Freshdesk Action

Get Ticket

Freshdesk

Retrieve full ticket details including conversations, tags, and custom fields by ticket ID.

Freshdesk Action

Search Articles

Freshdesk

Search the Freshdesk knowledge base for solution articles by keyword.

Freshdesk Action

Add Reply

Freshdesk

Freshdesk Action

Update Ticket

Freshdesk

Cas d'usage liés

Respond to common questions via Slack

When someone asks a question in Slack, Macha searches internal documentation in Notion and replies in-thread with the answer — complete with source links.

Slack Notion
Voir le cas d'usage

Sync resolved ticket insights to Notion

When tickets are resolved, Macha extracts key insights — issue type, resolution, customer sentiment — and logs them to a Notion database for tracking and analysis.

Zendesk Notion
Voir le cas d'usage

Answer policy questions from Notion wiki

When a customer asks a policy question, Macha searches the internal Notion wiki for the relevant documentation, extracts the answer, and replies on the ticket with a clear, accurate response.

Zendesk Notion
Voir le cas d'usage

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