AI Knowledge Base by Macha

Answer Zendesk Tickets
Using External Knowledge

Zendesk agents often need information that doesn’t live in the Help Center.
Internal processes may live in separate documentation tools.
‍AI Knowledge Base by Macha lets agents answer Zendesk tickets using external knowledge — directly inside the ticket view.

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Ticket-based recommendations

The AI reads each ticket and surfaces relevant knowledge automatically.

External sources included

Use websites, product pages, and other external content alongside Help Center articles.

Agent-friendly workflow

Everything appears inside Zendesk — no context switching required.

The problem with answering tickets manually

When agents rely on manual searches:
- they switch between multiple tools
- answers depend on individual knowledge
- information gets outdated or misused
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This leads to:
- inconsistent replies
- longer resolution times
- frustrated agents and customers
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Answering tickets effectively requires the right information at the right moment, not another tool to search.

How AI Knowledge Base supports agents

AI Knowledge Base by Macha works directly in the Zendesk ticket sidebar.
For each ticket:
- relevant knowledge is recommended automatically
- results come from all connected sources
- agents can search using natural-language queries
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The AI surfaces information based on the customer’s question, not just keywords.
Agents stay focused on resolving the ticket instead of figuring out where answers live.

Better answers, less effort

By using external knowledge inside Zendesk, teams can:
- answer complex questions confidently
- reduce back-and-forth with customers
- ensure accurate, up-to-date responses

This is especially useful for:
- product-related questions
- policy clarifications
- troubleshooting workflows
- pricing and availability queries

Faster ticket resolution

Agents find answers without leaving Zendesk.

Fewer mistakes

Responses are based on verified sources.

Reduced agent dependency

Knowledge is shared, not siloed.

Scales with complexity

Handles growing products and documentation.

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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

Answer Zendesk Tickets Using External Knowledge

6+

5 mins

Built For Trust.Designed For Privacy.

Answer Zendesk Tickets
Using External Knowledge

Built For Trust.
Designed For Privacy.