Collect customer feedback post-resolution
After a ticket is resolved, Macha automatically sends a personalized follow-up reply on the ticket asking for feedback and logs the activity.
Automates the feedback collection loop to continuously improve support quality.
How it works
Ticket Solved
Ticket marked as solved
Read resolution
Ticket #6702 — Product return processed successfully
Send feedback request
Adding follow-up reply to ticket
Added follow-up reply:
"Hi Emily, your support request about returning your order has been resolved. We'd love to hear how we did — your feedback helps us improve. Thank you!"
Log activity
Added internal note: Feedback request sent
Triggers & Actions
Trigger
Ticket Solved
Zendesk
Ticket marked as solved
Action
Get Ticket
Zendesk
Retrieve full ticket details including conversation history, tags, brand, and requester info.
Action
Add Public Reply
Zendesk
Post a customer-visible reply on a ticket.
Action
Add Internal Note
Zendesk
Post a private internal note visible only to agents.
Related use cases
Add follow-up note after ticket resolution
After a ticket is resolved, Macha automatically adds a personalized follow-up public reply on the ticket — checking in with the customer and asking for feedback.
Guide new customers through setup via Slack
When a new customer joins a shared Slack channel, Macha walks them through onboarding — pulling setup guides from Notion, sharing relevant Google Docs, and answering questions along the way.
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