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Search internal docs to resolve tickets
When a support ticket comes in, Macha searches your Confluence knowledge base for relevant documentation, finds the right troubleshooting steps, and adds the context as an internal note on the ticket — so your agents have the answer ready before they even open it.
Perfect for teams with detailed runbooks and SOPs spread across Confluence spaces.
Como funciona
Ticket Created
New ticket requires internal documentation lookup
We're getting a 503 error when trying to access the reporting dashboard. Started about an hour ago.
Search Confluence
Searching for "503 error reporting dashboard" across all spaces
Read page
Found: "Reporting Dashboard — Troubleshooting Guide" in Engineering space
Add internal note
Added troubleshooting steps from Confluence as an internal note on the ticket
I found a relevant troubleshooting guide in Confluence. The 503 error on the reporting dashboard is typically caused by a cache overflow during peak hours.
I've added the full troubleshooting steps as an internal note on the ticket, including:
• Check cache service status
• Restart the reporting worker
• Verify database connection pool
The guide also notes this was last seen in January and was resolved by restarting the reporting worker.
Triggers e ações
Trigger
Ticket Created
Zendesk
New ticket requires internal documentation lookup
Ação
Get Ticket
Zendesk
Retrieve full ticket details including conversation history, tags, brand, and requester info.
Ação
Search Pages
Confluence
Search Confluence pages by keyword across all spaces or within a specific space.
Ação
Get Page
Confluence
Read the full content of a Confluence page by its page ID.
Ação
Add Comment
Zendesk
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