Auto-resolve order status inquiries
When a customer asks about their order status, Macha automatically looks up the order in Shopify, checks fulfillment and tracking details, and replies on the ticket — no agent needed.
This handles one of the highest-volume ticket types end-to-end, freeing your team to focus on complex issues.
How it works
Ticket Created
Customer asks about order status
Hi, I placed an order 3 days ago and haven't received any updates. Order #1847.
Look up order
Searching Shopify for order #1847
Check fulfillment
Order shipped via FedEx — tracking #7829401, estimated delivery tomorrow
Hi! Your order #1847 shipped on March 2nd via FedEx. Your tracking number is 7829401 and it's estimated to arrive tomorrow. Let me know if you need anything else!
Update ticket
Status → Solved
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 Order
Shopify
Look up an order by ID or order number with full line items, fulfillment, and payment status.
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
Handle "where is my order" from Slack
When a team member asks about an order in Slack, Macha pulls up the order details from Shopify and replies in-thread with the full status — tracking, fulfillment, and delivery estimate.
Look up order details mid-conversation
While handling a ticket, your agent asks Macha to pull up order details from Shopify. Macha surfaces the order info right in the conversation so the agent can reference it in their reply.
Notify customers about shipping delays
When a shipping delay is detected in Shopify, Macha proactively creates a Zendesk ticket and sends the customer a personalized update — before they even ask.
Try this
workflow today.
Set up in minutes. No code, no implementation team. Just connect and go.