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Confluence
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.
Deflects repetitive tickets automatically while maintaining quality, personalized responses.
仕組み
Ticket Created
Common question that matches knowledge base
How do I reset my password? I've tried the login page but can't find the option.
Search knowledge base
Found: "How to Reset Your Password" — 95% match
Here's how to reset your password:
1. Go to the login page and click "Forgot Password"
2. Enter your email address
3. Check your inbox for the reset link (check spam too)
4. Click the link and set your new password
The link expires in 24 hours. Let me know if you run into any issues!
Update ticket
Status → Solved, tagged: kb-auto-resolved
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トリガー
Ticket Created
Zendesk
Common question that matches knowledge base
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Get Ticket
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Retrieve full ticket details including conversation history, tags, brand, and requester info.
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Get Articles
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Add Comment
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Update Ticket
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関連するユースケース
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