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Summarize long ticket threads
When an agent picks up a ticket with a long conversation history, Macha reads the entire thread and generates a concise summary — key issues, actions taken, and what's still unresolved.
Saves agents from reading through 20+ messages to understand what's going on.
仕組み
Ticket Updated
Agent requests thread summary
Can you summarize ticket #7201? It has a really long thread and I need to get up to speed.
Read thread
Ticket #7201 — 23 messages over 5 days, 3 agents involved
Summary of ticket #7201:
• Issue: Customer's premium subscription features not loading after payment
• Timeline: Reported Feb 28, escalated Mar 1, engineering involved Mar 2
• Actions taken: Cache cleared, account re-synced, payment verified
• Current status: Engineering identified a provisioning bug, fix deployed Mar 3
• Outstanding: Customer hasn't confirmed if the fix worked
Recommended next step: Follow up with customer to confirm resolution.
トリガーとアクション
トリガー
Ticket Updated
Zendesk
Agent requests thread summary
アクション
Get Ticket
Zendesk
Retrieve full ticket details including conversation history, tags, brand, and requester info.
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