Search internal docs to resolve tickets
When a support ticket comes in, Macha searches your Confluence knowledge base for relevant documentation, finds the right troubleshooting steps, and adds the context as an internal note on the ticket — so your agents have the answer ready before they even open it.
Perfect for teams with detailed runbooks and SOPs spread across Confluence spaces.
How it works
Ticket Created
New ticket requires internal documentation lookup
We're getting a 503 error when trying to access the reporting dashboard. Started about an hour ago.
Search Confluence
Searching for "503 error reporting dashboard" across all spaces
Read page
Found: "Reporting Dashboard — Troubleshooting Guide" in Engineering space
Add internal note
Added troubleshooting steps from Confluence as an internal note on the ticket
I found a relevant troubleshooting guide in Confluence. The 503 error on the reporting dashboard is typically caused by a cache overflow during peak hours.
I've added the full troubleshooting steps as an internal note on the ticket, including:
• Check cache service status
• Restart the reporting worker
• Verify database connection pool
The guide also notes this was last seen in January and was resolved by restarting the reporting worker.
Triggers & Actions
Trigger
Ticket Created
Zendesk
Fires when a new ticket is created in Zendesk.
Action
Get Ticket
Zendesk
Retrieve full ticket details including comments, tags, and custom fields by ticket ID.
Action
Search Pages
Confluence
Search Confluence pages by keyword across all spaces or within a specific space.
Action
Get Page
Confluence
Read the full content of a Confluence page by its page ID.
Action
Add Comment
Zendesk
Post a public reply or internal note on any ticket with formatted text.
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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