Collect customer feedback post-resolution
After a ticket is resolved, Macha sends a personalized feedback request email through Google Workspace and logs the response in Zendesk for tracking.
Automates the feedback collection loop to continuously improve support quality.
How it works
Ticket Solved
Ticket marked as solved
Read resolution
Ticket #6702 — Product return processed successfully
Send feedback request
Composing feedback email
Sent feedback request:
Subject: How did we do?
"Hi Emily, your support request about returning your order has been resolved. We'd love to hear how we did — it only takes 30 seconds:
⭐⭐⭐⭐⭐ Rate your experience
Your feedback helps us improve. Thank you!"
Log activity
Added internal note: Feedback email sent
Triggers & Actions
Trigger
Ticket Solved
Zendesk
Fires when a ticket is marked as solved.
Action
Get Ticket
Zendesk
Retrieve full ticket details including comments, tags, and custom fields by ticket ID.
Action
Compose Email
Google Workspace
Draft and send an email with recipients, subject, and formatted body — with confirmation.
Action
Add Comment
Zendesk
Post a public reply or internal note on any ticket with formatted text.
Related use cases
Send follow-up emails after ticket resolution
After a ticket is resolved, Macha automatically sends a personalized follow-up email through Google Workspace — checking in with the customer and asking for feedback.
Guide new customers through setup via Slack
When a new customer joins a shared Slack channel, Macha walks them through onboarding — pulling setup guides from Notion, sharing relevant Google Docs, and answering questions along the way.
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