Triage and route Freshdesk tickets by topic
When a new ticket arrives in Freshdesk, Macha reads the content, determines the topic and urgency, assigns the appropriate priority level, and routes it to the correct agent group — all in seconds.
Eliminates manual triage on Freshdesk and ensures every ticket reaches the right team from the start, reducing response times.
How it works
Ticket Created
Any new ticket
I was charged twice on my last invoice and I need this fixed immediately. This is unacceptable.
Analyze ticket
Topic: Billing → Duplicate Charge. Priority: Urgent. Sentiment: Frustrated
Update priority
Priority → Urgent, tagged: billing, duplicate-charge
Assign to group
Assigned to Billing Team, added internal note with classification details
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
Update Ticket
Freshdesk
Action
Assign to Group
Freshdesk
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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