Knowledge Management

Sync resolved ticket insights to Notion

When tickets are resolved, Macha extracts key insights — issue type, resolution, customer sentiment — and logs them to a Notion database for tracking and analysis.

Builds a searchable knowledge base of support interactions for continuous improvement.

Integrações usadas

Zendesk

Notion

Como funciona

Trigger

Ticket Solved

Ticket is marked as solved

Macha

Read ticket

Ticket #6104 — Shipping delay complaint, resolved with proactive update

Macha

Log to Notion

Added entry to Support Insights database with tags and resolution summary

Macha

Logged to Notion:

• Issue: Shipping delay

• Resolution: Proactive customer notification + tracking update

• Sentiment: Neutral → Positive

• Time to resolve: 1.5 hours

Triggers e ações

Trigger

Ticket Solved

Zendesk

Ticket is marked as solved

Ação

Get Ticket

Zendesk

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

Ação

Search Databases

Notion

Query Notion databases with filters on properties like status, date, or tags.

Casos de uso relacionados

Respond to common questions via Slack

When someone asks a question in Slack, Macha searches internal documentation in Notion and replies in-thread with the answer — complete with source links.

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Answer policy questions from Notion wiki

When a customer asks a policy question, Macha searches the internal Notion wiki for the relevant documentation, extracts the answer, and replies on the ticket with a clear, accurate response.

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Search internal docs to help an agent

When an agent needs internal information, Macha searches across Google Docs and Notion to find the relevant documentation and presents key excerpts right in the conversation.