Add follow-up note after ticket resolution
After a ticket is resolved, Macha automatically adds a personalized follow-up public reply on the ticket — checking in with the customer and asking for feedback.
Improves CSAT by showing customers you care beyond the initial resolution.
How it works
Ticket Solved
Ticket marked as solved
Read resolution
Ticket #5501 — Billing dispute resolved with refund
Send follow-up
Adding follow-up reply to ticket
Added follow-up reply:
"Hi Sarah, I wanted to check in and make sure everything was resolved to your satisfaction regarding the billing issue we discussed. If you have any other questions or concerns, don't hesitate to reach out. We're always here to help!"
Triggers & Actions
Trigger
Ticket Solved
Zendesk
Fires when a ticket is marked as solved.
Action
Get Ticket
Zendesk
Retrieve full ticket details including comments, tags, and custom fields by ticket ID.
Action
Add Public Reply
Zendesk
Related use cases
Guide new customers through setup via Slack
When a new customer joins a shared Slack channel, Macha walks them through onboarding — pulling setup guides from Notion, sharing relevant Google Docs, and answering questions along the way.
Collect customer feedback post-resolution
After a ticket is resolved, Macha automatically sends a personalized follow-up reply on the ticket asking for feedback and logs the activity.
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