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Auto-create a Jira issue from a bug report
When a customer reports a bug in Zendesk, Macha extracts the reproduction steps, checks Jira for a duplicate, and either links the ticket to an existing issue or files a new one in the right project with the customer thread attached.
Engineering sees the bug once. Support sees the same Jira ID next time it comes up.
仕組み
Ticket Tagged
Agent tagged ticket #7211 as "bug"
Extract repro steps
Parsed conversation for expected vs. actual behaviour
Check Jira for duplicate
Searched project WEB for "upload fails on Safari" — no match
Create Jira issue
Filed WEB-4482 in project Web · type Bug · assigned to triage
Link back to ticket
Posted internal note on Zendesk ticket with Jira link
Filed **WEB-4482** in Jira with the reproduction from this ticket:
• Steps: Upload > 5MB PNG on Safari 17.4
• Expected: file uploads, thumbnail appears
• Actual: silent failure, no error toast
• Environment: macOS 14, reported by 3 customers this week
Engineering will see this in their next triage. I'll update this ticket when the status changes.
トリガーとアクション
トリガー
Ticket Tagged
Zendesk
Ticket tagged "bug" by an agent
アクション
Get Ticket
Zendesk
Retrieve full ticket details including conversation history, tags, brand, and requester info.
アクション
Search Issues
Jira
Search Jira with JQL — filter by project, assignee, status, label, or any custom field.
アクション
Create Issue
Jira
Create a new Jira issue in a specific project with type, summary, description, and initial assignee.
アクション
Add Internal Note
Zendesk
Post a private internal note visible only to agents.
関連するユースケース
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.
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.
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.