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.
Agents get instant context without leaving their helpdesk or switching to Shopify.
How it works
Ticket Created
Agent needs order context
I need to check on an order for a customer — can you pull up order #3019?
Look up order
Retrieving order #3019 from Shopify
Here's what I found for order #3019:
• Customer: James Wilson ([email protected])
• Items: 1x Premium Headphones ($149.00)
• Status: Fulfilled — shipped March 1
• Tracking: UPS #1Z999AA10123456784
Would you like me to draft a reply for the customer?
Triggers & Actions
Trigger
Ticket Created
Zendesk
Fires when a new ticket is created in Zendesk.
Action
Get Order
Shopify
Look up an order by ID or order number with full line items, fulfillment, and payment status.
Action
Get Customer
Shopify
Retrieve a Shopify customer profile including order history and contact details.
Related use cases
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.
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.
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.
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