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.
Eliminates manual triage and ensures tickets get to the right person from the start.
How it works
Ticket Created
Any new ticket
My account was charged but I never received access to the premium features I paid for.
Classify ticket
Topic: Billing → Access Issue. Priority: High. Sentiment: Frustrated
Route ticket
Assigned to Billing Team, priority set to High, tagged: billing, access-issue
Triggers & Actions
Trigger
Ticket Created
Zendesk
Fires when a new ticket is created in Zendesk.
Action
Get Ticket
Zendesk
Retrieve full ticket details including comments, tags, and custom fields by ticket ID.
Action
Update Ticket
Zendesk
Change ticket status, priority, assignee, tags, or custom fields.
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.
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.
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