Add internal notes with context on Gorgias tickets
When a Gorgias ticket is updated, Macha pulls relevant context — customer history, related tickets, and past orders — and adds a detailed internal note so the agent has everything they need.
Gives agents instant context without manual digging, speeding up resolution and improving the quality of every reply.
How it works
Ticket Updated
Ticket is updated or reassigned
Search customers
Found customer: Lisa Park ([email protected]) — 9 orders, 4 previous tickets, VIP
Search related tickets
Found 2 related tickets: #4210 (damaged item, refunded) and #4087 (delivery delay, resolved)
Add internal note
Added context note with customer history and related ticket summaries
Internal note added to ticket:
• Customer: Lisa Park — VIP, 9 orders, lifetime value $1,840
• Related: #4210 (damaged item, refunded Feb 12) and #4087 (delivery delay, Jan 28)
• Pattern: Two fulfillment issues in 60 days — consider a goodwill gesture
• Last interaction: Positive after refund
Triggers & Actions
Trigger
Ticket Updated
Gorgias
Fires when a ticket is updated — status, priority, assignment, tags.
Action
Get Ticket
Gorgias
Retrieve full ticket details including the entire message thread, customer info, assignee, and tags.
Action
Search Customers
Gorgias
Find Gorgias customers by email, phone, or name.
Action
Search Tickets
Gorgias
Full-text search across Gorgias tickets — subject, message body, and customer details.
Action
Add Internal Note
Gorgias
Post a private internal note on a Gorgias ticket — visible only to agents.
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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