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Reply to Freshdesk tickets using knowledge base articles
When a customer submits a question on Freshdesk, Macha searches your Freshdesk knowledge base articles for the most relevant content and drafts a helpful public reply with step-by-step instructions.
Turns your existing knowledge base into an automated first responder, deflecting common questions while maintaining helpful, accurate replies.
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Ticket Created
Customer asks a question matching knowledge base
How do I set up SSO with my identity provider? We use Okta and need to configure SAML.
Search knowledge base
Found: "Setting Up SAML SSO with Okta" — 96% match
Great question! Here's how to set up SAML SSO with Okta:
1. In your admin panel, go to Settings → Security → SSO Configuration
2. Select "SAML 2.0" as the authentication method
3. Copy the Entity ID and ACS URL into your Okta app settings
4. Upload the metadata XML from Okta back into the SSO settings
5. Enable SSO and test with a sample login
Full guide: [Setting Up SAML SSO with Okta]
Let me know if you run into any issues during setup!
Update ticket
Status → Pending, tagged: kb-article-sent, sso-setup
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Fires when a new ticket is created in Freshdesk.
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Retrieve full ticket details including conversations, tags, and custom fields by ticket ID.
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Search Articles
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Search the Freshdesk knowledge base for solution articles by keyword.
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