Handle Freshdesk ticket escalations automatically
When a Freshdesk ticket priority changes to urgent, Macha gathers the full ticket context, searches knowledge base articles for relevant information, adds a detailed summary note, and notifies the team in Slack.
Ensures escalated tickets are handled quickly with complete context, and the right people are alerted immediately.
How it works
Ticket Updated
Ticket priority changed to Urgent
Get ticket details
Ticket #8301 — customer reporting complete service outage, 3 replies, unresolved for 4 hours
Search articles
Found: "Service Outage Troubleshooting" and "Escalation Procedures" in knowledge base
Add summary note
Added internal note with full context, troubleshooting steps, and escalation history
Notify team
Posted escalation alert to #escalations channel
Escalation alert posted to Slack:
• Ticket: #8301 — Complete service outage
• Customer: [email protected]
• Open for: 4 hours, 3 customer replies
• Context: Troubleshooting steps from KB added as internal note
• Action needed: Engineering review recommended
Triggers & Actions
Trigger
Ticket Updated
Freshdesk
Fires when any field on a ticket changes — status, assignee, priority, or tags.
Action
Get Ticket
Freshdesk
Retrieve full ticket details including conversations, tags, and custom fields by ticket ID.
Action
Search Articles
Freshdesk
Search the Freshdesk knowledge base for solution articles by keyword.
Action
Add Note
Freshdesk
Action
Send Message
Slack
Send a message to any Slack channel or direct message conversation.
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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