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チケット #4821 · 未対応 · 優先度: 通常
注文はどこですか？ #20831
Antonio R. · 14 分前
Ciao, ho ordinato la settimana scorsa e non ho ancora ricevuto nulla. Numero d'ordine 20831. Puoi aiutarmi?
Freshdesk チケット #4821
14 分前に作成
件名
注文はどこですか？ #20831
タグ
顧客
Antonio R. · 過去のチケット 3 件
入力する前にチケットを読み込みます。
-
最後のメッセージだけでなく、スレッド全体
社内メモを含むチケット上のすべてのメッセージを順番に読み込むため、会話が実際に止まった地点から返信を組み立てられます。
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顧客情報とチケットのフィールド
依頼者、タグ、ステータス、優先度、カスタムフィールドがチケットとともに渡されるため、回答は相手が誰かをすでに把握しています。
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Knowledge Base を自動で検索
回答は自社の Knowledge Base の記事と過去の解決済みチケットに基づきます。モデルが記憶している内容ではありません。
下書き、翻訳、調べもの。
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自社のトーンでの返信
下書きは自社のトーンとマクロに従います。投稿前に自由に編集でき、確認なしに顧客へ届くことはありません。
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あらゆる言語、双方向で
受信メッセージを自分の言語で読み、顧客の言語で返信する。同じチケット上で、別のツールを使わずに完結します。
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推測ではなく実際の照会
注文状況、サブスクリプションの状態、アカウント履歴を、チケットを開いたまま接続済みツールからリアルタイムに取得します。
返信案
Knowledge Base に基づく回答
Antonio さん、お待たせしました。ご注文 20831 は 7 月 12 日に発送され、本日配達予定です。18 時までに到着する見込みです。届かない場合はこちらにご返信ください。すぐに配送業者へ確認します。
Freshdesk コパイロットの仕組み
Freshdesk チケット #4821
注文はどこですか？ #20831
Antonio R. · 14 分前
チケットを読む
Freshdesk のチケットを開くと、サイドパネルがスレッド、顧客情報、フィールドを取り込みます。コピー＆ペーストは不要です。
Freshdesk
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AI 用のツール
ツールを使う
エージェントは Knowledge Base を検索し、接続済みのツールを呼び出せるため、回答は最新のデータに基づきます。
チケットを操作する
返信の投稿、社内メモの追加、タグやステータスの設定を、タブを切り替えずにパネルから実行できます。
1 分以内に導入できます。
Chrome 拡張機能のため、Freshdesk 側に導入するものはなく、管理者の承認を待つ必要もありません。インストールしてサインインすれば、次にチケットを開いたときから使えます。
Chrome に追加
Chrome に追加
Chrome ウェブストアから Macha AI をインストールします。Chrome および Chromium 系ブラウザ（Edge、Brave、Arc）で動作します。
拡張機能をピン留め
ツールバーにピン留めしておけば、Freshdesk のどのチケットからもワンクリックでサイドパネルを開けます。
Macha にサインイン
Macha アカウントでサインインします。エージェント、Knowledge Base、接続済みツールはそのまま引き継がれます。
チケットを開く
Freshdesk でチケットを開くだけで、パネルが自動的にコンテキストを取り込みます。設定はこれだけです。
エージェントが Freshdesk で行うこと。
コパイロットは目の前のチケットに回答します。同じエージェントは自律的にも動作します。Freshdesk で実際に活用されている業務をご覧ください。
Auto-resolve ticket inquiries via Freshdesk
When a new Freshdesk ticket comes in, Macha reads the customer's message, searches your knowledge base and help articles for the best answer, and replies with a clear resolution — no agent needed. Handles common questions end-to-end on Freshdesk, freeing your team to focus on complex issues that require a human touch.
Triage and route Freshdesk tickets by topic
When a new ticket arrives in Freshdesk, Macha reads the content, determines the topic and urgency, assigns the appropriate priority level, and routes it to the correct agent group — all in seconds. Eliminates manual triage on Freshdesk and ensures every ticket reaches the right team from the start, reducing response times.
Add internal notes with context on Freshdesk tickets
When a Freshdesk ticket is updated, Macha pulls relevant context — customer history, related tickets, and past interactions — and adds a detailed internal note so the agent has everything they need. Gives agents instant context without manual research, speeding up resolution and improving the quality of responses.
Handle Freshdesk ticket escalations automatically
When a Freshdesk ticket priority changes to urgent, Macha gathers the full ticket context, searches knowledge base articles for relevant information, adds a detailed summary note, and notifies the team in Slack. Ensures escalated tickets are handled quickly with complete context, and the right people are alerted immediately.
Freshdesk コパイロットに ついてのご質問。
簡潔にお答えします。不明な点があればお問い合わせください。率直にお伝えします。
Freshdesk をお使いでない場合は？
同じコパイロットは他のヘルプデスクでも、またブラウザ上の他のあらゆるページでも動作します。
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The application seems excellent to me! We are still testing, and we need support for some details and they were extremely efficient too!
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Macha has been a great addition to our support toolkit. It generates clear, well-organized responses that fit naturally into our workflow. One feature we particularly appreciate is its ability to automatically reply in the same language as the ticket.
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We've been using Macha for a little while now and it's been really great addition so far! It's powerful, convenient, and makes getting work done a lot easier for our agents.
Alexander Wedén
Head of Support
Support team is very helpful and responsive. Really enjoy how lightweight this is within Zendesk itself vs other more intrusive tools.
Cathleen Wright
Zendesk Admin, Cortex IO
So far it's pretty good! Our queries are a little nuanced, so we can't always use it, but it's got enough utility for us. It can even incorporate our bilingual country with greetings in a second language.
Jae Oliver
Head of Support, Wise
Really enjoying using Macha, it has made a noticeable difference to our support team in a short amount of time. I really like the ticket summary feature, saves us a lot of time.
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The application seems excellent to me! We are still testing, and we need support for some details and they were extremely efficient too!
Daniela Costa
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Macha has been a great addition to our support toolkit. It generates clear, well-organized responses that fit naturally into our workflow. One feature we particularly appreciate is its ability to automatically reply in the same language as the ticket.
Marius F
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We've been using Macha for a little while now and it's been really great addition so far! It's powerful, convenient, and makes getting work done a lot easier for our agents.
Alexander Wedén
Head of Support
Support team is very helpful and responsive. Really enjoy how lightweight this is within Zendesk itself vs other more intrusive tools.
Cathleen Wright
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So far it's pretty good! Our queries are a little nuanced, so we can't always use it, but it's got enough utility for us. It can even incorporate our bilingual country with greetings in a second language.
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Very impressed! AI integration for Zendesk has certainly come a long way and Macha seems to set the standard for now. This will for sure save lot of time in our support team.
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Macha has been working great for us so far! The auto-responses are accurate and our resolution time has dropped significantly.
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Macha AI is a great addition. The knowledge base feature means our agents always have the right answers at their fingertips.
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We're enjoying this integration so far. It's made our support team more efficient and our customers get faster responses.
Paula G
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The team enjoys using it. It saves considerable time on common questions and the integration options are excellent.
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