Escalate tickets with full context bundle
When a ticket needs escalation, Macha gathers all relevant context — ticket history, customer orders, payment data — bundles it into a clean summary, escalates the ticket, and posts an alert to the team Slack channel.
Ensures the escalation team has everything they need from the start.
How it works
Ticket Updated
Ticket flagged for escalation
Gather context
Ticket #4920: 3 interactions, customer frustrated, billing dispute
Pull order data
2 orders in last 30 days, one partially fulfilled
Pull billing data
Customer has $198 in charges, one disputed
Escalate ticket
Priority → Urgent, assigned to Senior Support, internal note added
Alert team
Posted escalation alert to #escalations with full context
Triggers & Actions
Trigger
Ticket Updated
Zendesk
Fires when any field on a ticket changes — status, assignee, priority, or tags.
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
Get Customer
Stripe
Look up a Stripe customer by email, ID, or name and retrieve their full profile.
Action
Update Ticket
Zendesk
Change ticket status, priority, assignee, tags, or custom fields.
Action
Add Comment
Zendesk
Post a public reply or internal note on any ticket with formatted text.
Action
Send Message
Slack
Send a message to any Slack channel or direct message conversation.
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.
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.
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