Alert team when VIP customer submits a ticket
When a VIP customer submits a ticket, Macha checks their order history and account value in Shopify, then immediately alerts the team in Slack with full context and priority escalation.
Ensures high-value customers get fast, informed responses.
How it works
Ticket Created
VIP customer tag detected
Check customer
VIP customer: Total spend $4,200, 15 orders, active since 2023
Set priority
Ticket priority → Urgent, tagged: vip-customer
Alert team
Posted VIP alert to #vip-support
🚨 VIP Ticket Alert
• Customer: Rachel Torres
• Lifetime value: $4,200 (15 orders)
• Ticket: "Missing item in my latest order"
• Priority: Urgent
This customer has been with us since 2023 and has never had a complaint before.
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
Get Customer
Shopify
Retrieve a Shopify customer profile including order history and contact details.
Action
Search Orders
Shopify
Search orders by customer email, fulfillment status, financial status, or date range.
Action
Update Ticket
Zendesk
Change ticket status, priority, assignee, tags, or custom fields.
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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