Knowledge Management

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.

Builds a searchable knowledge base of support interactions for continuous improvement.

Intégrations utilisées

Zendesk

Notion

Comment ça marche

Trigger

Ticket Solved

Ticket is marked as solved

Macha

Read ticket

Ticket #6104 — Shipping delay complaint, resolved with proactive update

Macha

Log to Notion

Added entry to Support Insights database with tags and resolution summary

Macha

Logged to Notion:

• Issue: Shipping delay

• Resolution: Proactive customer notification + tracking update

• Sentiment: Neutral → Positive

• Time to resolve: 1.5 hours

Triggers et actions

Trigger

Ticket Solved

Zendesk

Ticket is marked as solved

Action

Get Ticket

Zendesk

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

Action

Search Databases

Notion

Query Notion databases with filters on properties like status, date, or tags.

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.

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.

Voir le cas d'usage

Search internal docs to help an agent

When an agent needs internal information, Macha searches across Google Docs and Notion to find the relevant documentation and presents key excerpts right in the conversation.