Freshdesk
Gorgias
Front
Shopify
Stripe
Google Workspace
Confluence
Notify team of trending support topics
Macha monitors ticket volume patterns in Zendesk and alerts the team in Slack when a particular topic spikes — potential product issue, outage, or emerging trend.
Gives early warning of issues before they become a flood of tickets.
Como funciona
Scheduled
Hourly topic analysis
Analyze trends
"Login issues" tickets up 300% in last 2 hours (12 tickets vs. normal 3)
🔥 Trending Topic Alert
"Login issues" is spiking — 12 tickets in the last 2 hours (normal: ~3).
Common thread: Customers reporting "502 error" on the login page.
This may indicate a service issue. Consider checking with engineering.
Triggers e ações
Trigger
Scheduled
Zendesk
Hourly topic analysis
Ação
Search Tickets
Zendesk
Search across all Zendesk tickets by keyword, status, assignee, or any search syntax.
Ação
Send Message
Slack
Send a message to any Slack channel or direct message conversation.
Casos de uso relacionados
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.
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