Summarize long ticket threads
When an agent picks up a ticket with a long conversation history, Macha reads the entire thread and generates a concise summary — key issues, actions taken, and what's still unresolved.
Saves agents from reading through 20+ messages to understand what's going on.
How it works
Ticket Updated
Agent requests thread summary
Can you summarize ticket #7201? It has a really long thread and I need to get up to speed.
Read thread
Ticket #7201 — 23 messages over 5 days, 3 agents involved
Summary of ticket #7201:
• Issue: Customer's premium subscription features not loading after payment
• Timeline: Reported Feb 28, escalated Mar 1, engineering involved Mar 2
• Actions taken: Cache cleared, account re-synced, payment verified
• Current status: Engineering identified a provisioning bug, fix deployed Mar 3
• Outstanding: Customer hasn't confirmed if the fix worked
Recommended next step: Follow up with customer to confirm resolution.
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.
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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