Add internal notes with context on Freshdesk tickets
When a Freshdesk ticket is updated, Macha pulls relevant context — customer history, related tickets, and past interactions — and adds a detailed internal note so the agent has everything they need.
Gives agents instant context without manual research, speeding up resolution and improving the quality of responses.
How it works
Ticket Updated
Ticket is updated or reassigned
Search contacts
Found contact: Lisa Park ([email protected]) — 7 previous tickets, last contact 2 weeks ago
Search related tickets
Found 2 related tickets: #4210 (login issue, resolved) and #4087 (password reset, resolved)
Add internal note
Added context note with customer history and related ticket summaries
Internal note added to ticket:
• Customer: Lisa Park — 7 previous tickets, all resolved
• Related: #4210 (login issue, Feb 12) and #4087 (password reset, Jan 28)
• Pattern: Recurring access issues — may need account-level investigation
• Last interaction: Positive sentiment, quick resolution
Triggers & Actions
Trigger
Ticket Updated
Freshdesk
Fires when any field on a ticket changes — status, assignee, priority, or tags.
Action
Get Ticket
Freshdesk
Retrieve full ticket details including conversations, tags, and custom fields by ticket ID.
Action
Search Contacts
Freshdesk
Search Freshdesk contacts by name, email, or phone number.
Action
Search Tickets
Freshdesk
Search across all Freshdesk tickets by keyword, status, priority, or assignee.
Action
Add Note
Freshdesk
Related use cases
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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