Sync resolved ticket insights to Notion
When tickets are resolved, Macha extracts key insights — issue type, resolution, customer sentiment — and logs them to a Notion database for tracking and analysis.
Builds a searchable knowledge base of support interactions for continuous improvement.
How it works
Ticket Solved
Ticket is marked as solved
Read ticket
Ticket #6104 — Shipping delay complaint, resolved with proactive update
Log to Notion
Added entry to Support Insights database with tags and resolution summary
Logged to Notion:
• Issue: Shipping delay
• Resolution: Proactive customer notification + tracking update
• Sentiment: Neutral → Positive
• Time to resolve: 1.5 hours
Triggers & Actions
Trigger
Ticket Solved
Zendesk
Fires when a ticket is marked as solved.
Action
Get Ticket
Zendesk
Retrieve full ticket details including comments, tags, and custom fields by ticket ID.
Action
Search Databases
Notion
Query Notion databases with filters on properties like status, date, or tags.
Related use cases
Respond to common questions via Slack
When someone asks a question in Slack, Macha searches internal documentation in Notion and replies in-thread with the answer — complete with source links.
Answer policy questions from Notion wiki
When a customer asks a policy question, Macha searches the internal Notion wiki for the relevant documentation, extracts the answer, and replies on the ticket with a clear, accurate response.
Search internal docs to help an agent
When an agent needs internal information, Macha searches across Google Docs and Notion to find the relevant documentation and presents key excerpts right in the conversation.
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