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.
Turns your internal documentation into a live support resource, automatically.
How it works
Ticket Created
Customer asks about policies or procedures
What's your warranty policy? I bought a product 6 months ago and it stopped working.
Search wiki
Found "Product Warranty Policy" in Notion
Our products come with a 1-year warranty that covers manufacturing defects. Since your purchase is within the warranty period, you're fully covered. Here's how to proceed:
1. Contact us with your order number and a description of the issue
2. We'll send you a prepaid return label
3. Once we receive the item, we'll ship a replacement within 2-3 business days
Would you like to start the warranty claim now?
Update ticket
Status → Pending (awaiting customer reply)
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
Notion
Search across all Notion pages by title or content keyword.
Action
Get Page
Notion
Retrieve the full content of a Notion page including nested blocks.
Action
Add Comment
Zendesk
Post a public reply or internal note on any ticket with formatted text.
Action
Update Ticket
Zendesk
Change ticket status, priority, assignee, tags, or custom fields.
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Search internal docs to help an agent
When an agent needs internal information, Macha searches across Google Docs and Notion to find the relevant documentation and presents key excerpts right in the conversation.
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