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Daily support metrics summary in Slack
Every morning, Macha pulls the previous day's support metrics from Zendesk — tickets created, solved, average response time, CSAT — and posts a clean summary to a Slack channel.
Keeps leadership and the support team aligned on performance without manual reporting.
仕組み
Scheduled
Daily at 9:00 AM
Pull metrics
Querying yesterday's ticket data from Zendesk
📊 Daily Support Summary — March 4
• Tickets created: 47
• Tickets solved: 52
• First response time (avg): 12 min
• Resolution time (avg): 2.4 hours
• CSAT: 94%
• Top topic: Order tracking (18 tickets)
✅ Cleared backlog — 5 more solved than created
トリガーとアクション
トリガー
Scheduled
Zendesk
Daily at 9:00 AM
アクション
Search Tickets
Zendesk
Search across all Zendesk tickets by keyword, status, assignee, or any search syntax.
アクション
Send Message
Slack
Send a message to any Slack channel or direct message conversation.
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.