Auto-document resolved issues as runbooks
After a ticket is resolved, Macha reviews the full conversation, extracts the problem and solution, and creates a Confluence page documenting it as a runbook — building your knowledge base automatically.
Over time, this turns every resolved issue into searchable documentation your team can reference.
How it works
Ticket Solved
Ticket is resolved with a technical solution
Get ticket details
Retrieved ticket #4821 — "SSO login failing for new users" with 6 comments
Search Confluence
Checked for existing runbook on "SSO login failing" — no existing page found
Create page
Created "Runbook: SSO Login Failing for New Users" in Support Runbooks space
I've created a new runbook in Confluence based on ticket #4821:
**Runbook: SSO Login Failing for New Users**
• Problem: New users get "Invalid SAML response" when attempting SSO login
• Root cause: IdP attribute mapping missing the department field required by our SAML config
• Solution: Add department attribute mapping in the IdP admin panel, then have the user retry
• Prevention: Added department to the SSO setup checklist
Page created in the Support Runbooks space so the team can reference it for future SSO issues.
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
Search Pages
Confluence
Search Confluence pages by keyword across all spaces or within a specific space.
Action
Create Page
Confluence
Create a new Confluence page in a space — with confirmation before creating.
Related use cases
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.
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.
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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