Auto-resolve ticket inquiries via Gorgias
When a new Gorgias ticket comes in, Macha reads the shopper's message, searches your help center and macros for the best answer, and replies with a clear resolution — no agent needed.
Handles common pre- and post-purchase questions end-to-end on Gorgias, freeing your team to focus on the complex issues that need a human touch.
How it works
Ticket Created
Customer submits a new ticket
What's your return policy? I bought a jacket two weeks ago and it doesn't fit — can I exchange it for a bigger size?
Search macros
Found: "Returns & Exchanges Policy" — 96% match
Hi! Happy to help with your exchange. Here's how our returns work:
1. Items can be returned or exchanged within 30 days of delivery
2. Go to our Returns Center and enter your order number and email
3. Select the item and choose "Exchange for a different size"
4. Print the prepaid label and drop the package off
5. Your new size ships as soon as the return is scanned
Want me to start the exchange for you? Just confirm your order number.
Update status
Status → Closed, tagged: macro-auto-resolved, returns
Triggers & Actions
Trigger
Ticket Created
Gorgias
Fires when a new ticket lands in Gorgias.
Action
Get Ticket
Gorgias
Retrieve full ticket details including the entire message thread, customer info, assignee, and tags.
Action
Search Macros
Gorgias
Search Gorgias macros (canned responses) by name — find the right pre-written reply for a question.
Action
Add Public Reply
Gorgias
Send a public reply on a Gorgias ticket via its channel (email, chat, etc.).
Action
Update Status
Gorgias
Change a Gorgias ticket's status (open, pending, resolved, closed).
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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