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Generate weekly support reports as spreadsheets
On a schedule or when requested, Macha pulls ticket data from Zendesk for the past week, compiles key metrics — volume, resolution times, CSAT, top topics — and generates an Excel spreadsheet with the full report.
Replaces manual reporting with automated, shareable spreadsheets that keep the team aligned on support performance.
仕組み
Scheduled
Weekly on Monday at 9:00 AM
Search tickets
Querying all tickets from the last 7 days in Zendesk
Compile metrics
Calculated volume, resolution time, CSAT, top topics, and agent performance
Create spreadsheet
Generated Excel report with Summary, Tickets, Agent Performance, and Topics sheets
Share file
Shared weekly-support-report-mar-24.xlsx
Weekly Support Report — Mar 17 to Mar 23
• Total tickets: 312
• Resolved: 298 (95.5%)
• Avg first response: 8 min
• Avg resolution time: 1.8 hours
• CSAT: 96%
• Top topics: Account access (42), Billing (38), Setup help (31)
Full report attached as weekly-support-report-mar-24.xlsx with detailed breakdowns by agent, topic, and day.
トリガーとアクション
トリガー
Scheduled
Zendesk
Weekly on Monday 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
Get Ticket
Zendesk
Retrieve full ticket details including conversation history, tags, brand, and requester info.
アクション
Create Spreadsheet
File Tools
Generate an Excel (.xlsx) spreadsheet from structured data with formatted columns and rows.
アクション
Share File
File Tools
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.