Reply to Freshdesk tickets using knowledge base articles
When a customer submits a question on Freshdesk, Macha searches your Freshdesk knowledge base articles for the most relevant content and drafts a helpful public reply with step-by-step instructions.
Turns your existing knowledge base into an automated first responder, deflecting common questions while maintaining helpful, accurate replies.
How it works
Ticket Created
Customer asks a question matching knowledge base
How do I set up SSO with my identity provider? We use Okta and need to configure SAML.
Search knowledge base
Found: "Setting Up SAML SSO with Okta" — 96% match
Great question! Here's how to set up SAML SSO with Okta:
1. In your admin panel, go to Settings → Security → SSO Configuration
2. Select "SAML 2.0" as the authentication method
3. Copy the Entity ID and ACS URL into your Okta app settings
4. Upload the metadata XML from Okta back into the SSO settings
5. Enable SSO and test with a sample login
Full guide: [Setting Up SAML SSO with Okta]
Let me know if you run into any issues during setup!
Update ticket
Status → Pending, tagged: kb-article-sent, sso-setup
Triggers & Actions
Trigger
Ticket Created
Freshdesk
Fires when a new ticket is created in Freshdesk.
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 Reply
Freshdesk
Action
Update Ticket
Freshdesk
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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