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Handle ticket reopens with context
When a solved ticket is reopened, Macha pulls the full history — previous conversations, order data, and payment records — and generates a context summary so the responding agent (or Macha itself) can pick up right where things left off.
Prevents the frustrating "can you explain your issue again" experience for customers.
仕組み
Ticket Reopened
Previously solved ticket is reopened
I'm still having the same issue — the replacement item you sent is also defective.
Get history
Previous ticket: defective item reported Feb 20, replacement shipped Feb 22
Check order
Replacement order #3847 delivered Feb 25
Check payments
Original payment $79.00, no refund issued yet
I'm so sorry about this — I can see you received a replacement on Feb 25 and it's also not working. Given this is the second defective item, I'd like to offer you a full refund of $79.00 instead. I've started processing that now, and you should see it within 5-7 business days. Would you also like a return label for the defective items?
トリガーとアクション
トリガー
Ticket Reopened
Zendesk
Previously solved ticket is reopened
アクション
Get Ticket
Zendesk
Retrieve full ticket details including conversation history, tags, brand, and requester info.
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Search Tickets
Zendesk
Search across all Zendesk tickets by keyword, status, assignee, or any search syntax.
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Get Order
Shopify
Look up an order by ID or order number with full line items, fulfillment, and payment status.
アクション
List Payments
Stripe
List all payments for a customer, filtered by status, amount, or date range.
アクション
Add Comment
Zendesk
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