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Customer Support

Auto-create a Jira issue from a bug report

When a customer reports a bug in Zendesk, Macha extracts the reproduction steps, checks Jira for a duplicate, and either links the ticket to an existing issue or files a new one in the right project with the customer thread attached.

Engineering sees the bug once. Support sees the same Jira ID next time it comes up.

Integrations used
Zendesk Zendesk Jira Jira

How it works

Zendesk
Trigger
Zendesk Ticket Tagged

Agent tagged ticket #7211 as "bug"

Macha
Macha
Zendesk Extract repro steps

Parsed conversation for expected vs. actual behaviour

Macha
Macha
Jira Check Jira for duplicate

Searched project WEB for "upload fails on Safari" — no match

Macha
Macha
Jira Create Jira issue

Filed WEB-4482 in project Web · type Bug · assigned to triage

Macha
Macha
Zendesk Link back to ticket

Posted internal note on Zendesk ticket with Jira link

Macha
Macha

Filed **WEB-4482** in Jira with the reproduction from this ticket:

• Steps: Upload > 5MB PNG on Safari 17.4

• Expected: file uploads, thumbnail appears

• Actual: silent failure, no error toast

• Environment: macOS 14, reported by 3 customers this week

Engineering will see this in their next triage. I'll update this ticket when the status changes.

Triggers & Actions

Zendesk Trigger

Ticket Tagged

Zendesk

Ticket tagged "bug" by an agent

Zendesk Action

Get Ticket

Zendesk

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

Jira Action

Search Issues

Jira

Search Jira with JQL — filter by project, assignee, status, label, or any custom field.

Jira Action

Create Issue

Jira

Create a new Jira issue in a specific project with type, summary, description, and initial assignee.

Zendesk Action

Add Internal Note

Zendesk

Post a private internal note 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.

Zendesk
View use case

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.

Zendesk Notion
View use case

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.

Zendesk
View use case

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