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.
Deflects repetitive tickets automatically while maintaining quality, personalized responses.
How it works
Ticket Created
Common question that matches knowledge base
How do I reset my password? I've tried the login page but can't find the option.
Search knowledge base
Found: "How to Reset Your Password" — 95% match
Here's how to reset your password:
1. Go to the login page and click "Forgot Password"
2. Enter your email address
3. Check your inbox for the reset link (check spam too)
4. Click the link and set your new password
The link expires in 24 hours. Let me know if you run into any issues!
Update ticket
Status → Solved, tagged: kb-auto-resolved
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 Articles
Zendesk
Search and retrieve Help Center articles by title, label, or category.
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.
Related use cases
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.
Handle ticket reopens with context
When a solved ticket is reopened, Macha pulls the full history — previous conversations, order data, and payment records — and generates a context summary so the responding agent (or Macha itself) can pick up right where things left off.
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