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.
Prevents the frustrating "can you explain your issue again" experience for customers.
How it works
Ticket Reopened
Previously solved ticket is reopened
I'm still having the same issue — the replacement item you sent is also defective.
Get history
Previous ticket: defective item reported Feb 20, replacement shipped Feb 22
Check order
Replacement order #3847 delivered Feb 25
Check payments
Original payment $79.00, no refund issued yet
I'm so sorry about this — I can see you received a replacement on Feb 25 and it's also not working. Given this is the second defective item, I'd like to offer you a full refund of $79.00 instead. I've started processing that now, and you should see it within 5-7 business days. Would you also like a return label for the defective items?
Triggers & Actions
Trigger
Ticket Reopened
Zendesk
Fires when a previously solved ticket is reopened by a customer or agent.
Action
Get Ticket
Zendesk
Retrieve full ticket details including comments, tags, and custom fields by ticket ID.
Action
Search Tickets
Zendesk
Search across all Zendesk tickets by keyword, status, assignee, or custom fields.
Action
Get Order
Shopify
Look up an order by ID or order number with full line items, fulfillment, and payment status.
Action
List Payments
Stripe
List all payments for a customer, filtered by status, amount, or date range.
Action
Add Comment
Zendesk
Post a public reply or internal note on any ticket with formatted text.
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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