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Customer Support

Summarize long ticket threads

When an agent picks up a ticket with a long conversation history, Macha reads the entire thread and generates a concise summary — key issues, actions taken, and what's still unresolved.

Saves agents from reading through 20+ messages to understand what's going on.

Intégrations utilisées
Zendesk Zendesk

Comment ça marche

Zendesk
Trigger
Zendesk Ticket Updated

Agent requests thread summary

Client

Can you summarize ticket #7201? It has a really long thread and I need to get up to speed.

Macha
Macha
Zendesk Read thread

Ticket #7201 — 23 messages over 5 days, 3 agents involved

Macha
Macha

Summary of ticket #7201:

• Issue: Customer's premium subscription features not loading after payment

• Timeline: Reported Feb 28, escalated Mar 1, engineering involved Mar 2

• Actions taken: Cache cleared, account re-synced, payment verified

• Current status: Engineering identified a provisioning bug, fix deployed Mar 3

• Outstanding: Customer hasn't confirmed if the fix worked

Recommended next step: Follow up with customer to confirm resolution.

Triggers et actions

Zendesk Trigger

Ticket Updated

Zendesk

Agent requests thread summary

Zendesk Action

Get Ticket

Zendesk

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

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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