Draft ticket replies using Google Docs context
When a ticket needs a detailed response, Macha reads the conversation, searches relevant Google Docs and Notion pages for context, and drafts an accurate reply — pulling from your internal documentation.
Speeds up ticket responses while ensuring accuracy by referencing your team's knowledge base.
How it works
Ticket Created
Ticket needs a detailed response
A customer is asking about our API rate limits and pricing tiers. Can you help me draft a reply?
Read Google Doc
Found "API Documentation" in Google Docs
Search docs
Found "Pricing Tiers" in Notion
Here's a draft reply based on your docs:
"Hi Mark, thanks for reaching out about our API. Here are the details for the Enterprise tier:
• Rate limit: 10,000 requests/minute
• Monthly quota: 5M requests
• Priority support and dedicated endpoint available
• Pricing: Custom — I'd love to set up a call to discuss your specific needs.
Would Thursday at 2pm work for a quick chat?"
Shall I post this as a reply on the ticket?
Triggers & Actions
Trigger
Ticket Created
Zendesk
Fires when a new ticket is created in Zendesk.
Action
Get Ticket
Zendesk
Retrieve full ticket details including comments, tags, and custom fields by ticket ID.
Action
Read Google Doc
Google Workspace
Read the full content of a Google Doc by its document ID or URL.
Action
Search Pages
Notion
Search across all Notion pages by title or content keyword.
Action
Add Internal Note
Zendesk
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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