AI Knowledge Base by Macha

Add External Knowledge Sources to Zendesk

Zendesk’s native knowledge features are limited to Help Center articles and macros.
But in reality, most support teams rely on information that lives outside Zendesk — product pages, internal documentation, and public websites.
AI Knowledge Base by Macha lets you add external knowledge sources to Zendesk and use them directly while resolving tickets.
This means agents can access answers from multiple tools in one place — without switching tabs or copying links.

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Connect external sources

Add websites, product pages, and documentation outside Zendesk as knowledge sources.

Unified knowledge access

External sources appear alongside Help Center articles and macros inside Zendesk.

AI-powered relevance

The AI automatically surfaces the most relevant content for each ticket.

Why external knowledge matters in Zendesk

As support teams grow, critical information starts living outside Zendesk.
Common examples include:
- product details on Shopify
- policies published on public websites
- FAQs maintained outside the Help Center
- internal documentation in separate tools
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When this knowledge isn’t accessible in Zendesk:
- agents search manually across tools
- answers become inconsistent
- resolution times increase
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Adding external knowledge sources ensures agents always have access to the complete picture while responding to customers.

How AI Knowledge Base adds external sources

AI Knowledge Base by Macha lets you connect external sources in just a few steps.
You can currently add:
- External websites (automatically scraped)
- Shopify product pages
- Zendesk Help Center articles
- Zendesk Macros

Coming soon:
- Notion documents
- Confluence spaces and pages

Once connected, the AI indexes these sources and makes them instantly searchable and usable inside Zendesk.

Use external knowledge while resolving tickets

When an agent opens a Zendesk ticket:
- relevant external content is recommended automatically
- agents can search across all sources using plain English
- results are clearly labeled by source
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This allows agents to answer questions using the most accurate and up-to-date information — even when it lives outside Zendesk.

Fewer tab switches

Agents access all knowledge directly inside Zendesk.

Broader coverage

Answer questions that Help Center articles alone can’t.

Consistent answers

Everyone uses the same external sources across tickets.

Scales with your stack

Add more sources as your tools and documentation grow.

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“We have been using Macha AI and are super satisfied. Accessing the app is super integrated in Zendesk itself and with a few keywords a customer message can be written in no time at all. We had to contact the team with a question and our request was implemented within a few hours”

Johannes Lenz

Customer Support Lead

6+

Languages Served

5 mins

Time Saved Per Ticket

AI Knowledge Base by Macha

Add External Knowledge Sources to Zendesk

6+

5 mins

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Built For Trust.
Designed For Privacy.