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All Use Cases
Customer Support

Look up HubSpot context on every support ticket

When a Zendesk ticket lands, Macha pulls the customer's HubSpot record — their plan, open deals, lifecycle stage, and account owner — and drops it into an internal note so the agent has full CRM context before they reply.

No more tab-switching to check who this customer is.

Integrations used
Zendesk Zendesk HubSpot HubSpot

How it works

Zendesk
Trigger
Zendesk Ticket Created

New ticket from [email protected]

Macha
Macha
HubSpot Find HubSpot contact

Matched [email protected] to contact ID 7742

Macha
Macha
HubSpot Pull associations

Enterprise plan · 1 open deal ($48k, Proposal stage) · Owner: Priya

Macha
Macha
Zendesk Post internal note

Attached CRM snapshot to ticket for the agent

Macha
Macha

**CRM context (from HubSpot)**

• Sarah Chen — VP Support @ Acme (Enterprise plan)

• Open deal: $48k renewal in Proposal stage

• Account owner: Priya · Loop her in if this is at risk

• Lifecycle: Customer · Last touched 2 days ago

Triggers & Actions

Zendesk Trigger

Ticket Created

Zendesk

A new ticket is created from a known customer

Zendesk Action

Get Ticket

Zendesk

Retrieve full ticket details including conversation history, tags, brand, and requester info.

HubSpot Action

Search Contacts

HubSpot

Search HubSpot contacts by name, email, phone, or company.

HubSpot Action

Get Contact

HubSpot

Fetch a contact record with its properties plus associated companies and deals.

Zendesk Action

Add Internal Note

Zendesk

Post a private internal note visible only to agents.

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.

Zendesk
View use case

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.

Zendesk Notion
View use case

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.

Zendesk
View use case

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