Macha
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Customer Support

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.

Integrações usadas
Zendesk Zendesk

Como funciona

Zendesk
Trigger
Zendesk Ticket Updated

Agent requests thread summary

Cliente

Can you summarize ticket #7201? It has a really long thread and I need to get up to speed.

Macha
Macha
Zendesk Read thread

Ticket #7201 — 23 messages over 5 days, 3 agents involved

Macha
Macha

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.

Triggers e ações

Zendesk Trigger

Ticket Updated

Zendesk

Agent requests thread summary

Zendesk Ação

Get Ticket

Zendesk

Retrieve full ticket details including conversation history, tags, brand, and requester info.

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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.

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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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