Relay urgent tickets to Slack
When a ticket is marked as urgent in Zendesk, Macha immediately posts a notification to the designated Slack channel with ticket details, customer info, and a direct link.
Ensures urgent issues get immediate team visibility without anyone watching the queue.
How it works
Ticket Created
Ticket priority is Urgent
Read ticket
Urgent ticket #9102 — customer account compromised
Alert team
Posting to #urgent-support
🚨 Urgent Ticket #9102
• Subject: Account compromised — unauthorized access
• Customer: [email protected]
• Priority: Urgent
• Created: 2 minutes ago
This requires immediate attention — possible security incident.
Triggers & Actions
Trigger
Ticket Created
Zendesk
Ticket priority is Urgent
Action
Get Ticket
Zendesk
Retrieve full ticket details including conversation history, tags, brand, and requester info.
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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