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.
Speeds up response time while keeping agents in full control of what gets sent.
How it works
Ticket Created
New ticket needs a response
Can you draft a reply for ticket #5102? The customer is asking about our return policy for international orders.
Read ticket
Customer in UK asking about returning a defective item
Search docs
Found "International Returns Policy" in Notion wiki
Here's a draft reply based on our international returns policy:
"Hi! For international orders, we offer free returns within 30 days of delivery. Since your item is defective, we'll also cover return shipping. Here's what to do:
1. Fill out our return form at [link]
2. Print the prepaid shipping label we'll email you
3. Drop off the package at your nearest post office
Once we receive the item, your refund will be processed within 3-5 business days."
Want me to adjust anything before sending?
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.
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.
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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