Customer Support

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.

Eliminates manual triage and ensures tickets get to the right person from the start.

Intégrations utilisées

Zendesk

Comment ça marche

Trigger

Ticket Created

Any new ticket

Client

My account was charged but I never received access to the premium features I paid for.

Macha

Classify ticket

Topic: Billing → Access Issue. Priority: High. Sentiment: Frustrated

Macha

Route ticket

Assigned to Billing Team, priority set to High, tagged: billing, access-issue

Triggers et actions

Trigger

Ticket Created

Zendesk

Any new ticket

Action

Get Ticket

Zendesk

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

Action

Update Ticket

Zendesk

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.

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.

Voir le cas d'usage

Handle ticket reopens with context

When a solved ticket is reopened, Macha pulls the full history — previous conversations, order data, and payment records — and generates a context summary so the responding agent (or Macha itself) can pick up right where things left off.