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
Ticket needs a detailed response
Action
Get Ticket
Zendesk
Retrieve full ticket details including conversation history, tags, brand, and requester info.
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
Post a private internal note visible only to agents.
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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