Reply to Gorgias tickets using macros & knowledge
When a shopper submits a question on Gorgias, Macha searches your macros and help center for the most relevant content and drafts a helpful public reply with clear, step-by-step instructions.
Turns your existing macros and help center into an automated first responder, deflecting common questions while keeping replies accurate and on-brand.
How it works
Ticket Created
Customer asks a question matching a macro or article
How long does shipping take to Canada, and do you cover customs fees?
Search macros
Found: "International Shipping & Duties" — 95% match
Great question! Here's how international shipping to Canada works:
1. Orders ship within 1–2 business days
2. Standard delivery to Canada takes 5–8 business days
3. Tracking is emailed as soon as your order leaves our warehouse
4. Duties and taxes are calculated and prepaid at checkout, so there's nothing extra to pay on delivery
Full details: [International Shipping & Duties]
Let me know if you'd like an expedited option!
Update status
Status → Open, tagged: macro-sent, shipping
Triggers & Actions
Trigger
Ticket Created
Gorgias
Fires when a new ticket lands in Gorgias.
Action
Get Ticket
Gorgias
Retrieve full ticket details including the entire message thread, customer info, assignee, and tags.
Action
Search Macros
Gorgias
Search Gorgias macros (canned responses) by name — find the right pre-written reply for a question.
Action
Add Public Reply
Gorgias
Send a public reply on a Gorgias ticket via its channel (email, chat, etc.).
Action
Update Status
Gorgias
Change a Gorgias ticket's status (open, pending, resolved, closed).
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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