AI Knowledge Base by Macha

AI Knowledge Base for Zendesk

Zendesk teams struggle when knowledge lives across multiple tools.
AI Knowledge Base by Macha unifies everything inside Zendesk, automatically recommending relevant docs per ticket and enabling simple, AI-powered search across all sources.

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AI-recommended knowledge

The AI reads each ticket and surfaces the most relevant articles, macros, and documents automatically.

Unified knowledge search

Agents can search across all connected sources using natural language — one search box, one answer.

Works natively in Zendesk

Everything appears inside the Zendesk ticket sidebar. No new tools or tab switching.

Why Zendesk teams need an AI knowledge base

Zendesk’s native Help Center works well — until your knowledge grows beyond it.
Most support teams eventually rely on:
- internal docs outside Zendesk
- product pages and FAQs on websites
- Shopify product information
- scattered SOPs and policies
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Without a unified system:
- agents search multiple tools manually
- answers are inconsistent
- response times increase
- new agents take longer to ramp up
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An AI-powered knowledge base solves this by centralizing access and making knowledge actionable inside every ticket.

How AI Knowledge Base by Macha works

AI Knowledge Base by Macha connects all your knowledge sources and makes them usable in Zendesk.
Here’s how it works:
- You connect your knowledge sources in the Macha dashboard
- Zendesk Help Center and Macros are added automatically
- Additional sources like websites or Shopify products can be added anytime
- The AI indexes this content for fast retrieval
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When an agent opens a ticket:
- relevant knowledge is recommended automatically
- agents can search across all sources in natural language
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The AI doesn’t guess — it retrieves and surfaces the most relevant information based on the customer’s question.

Designed for real agent workflows

AI Knowledge Base by Macha is built specifically for how Zendesk agents work.
- It helps teams that:
- handle high ticket volumes
- onboard new agents frequently
- support customers across products and policies
- want faster, more consistent replies
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Because everything lives inside Zendesk, agents stay focused on resolving tickets — not hunting for information.

Faster responses

Agents find the right information instantly without switching tabs.

Consistent answers

Everyone uses the same source of truth across tickets.

Reduced training time

New agents ramp up faster with guided knowledge access.

Scales with your knowledge

Add more sources as your documentation grows.

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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

AI Knowledge Base for Zendesk

6+

5 mins

Built For Trust.Designed For Privacy.

Built For Trust.
Designed For Privacy.