AI Knowledge Base by Macha

Macha vs Zendesk Help Center

Zendesk Help Center is a solid foundation for customer support knowledge.
But as teams grow, knowledge often spreads beyond Help Center articles — into websites, product pages, internal docs, and other tools.
‍AI Knowledge Base by Macha complements and extends Zendesk Help Center by adding AI-powered recommendations and unified search across all your knowledge sources.

Start 7-Day Free Trial

Help Center only vs all sources

Zendesk Help Center is limited to articles and macros. Macha includes external sources as well.

Manual search vs AI guidance

Zendesk relies on manual search. Macha recommends relevant knowledge automatically.

Static content vs scalable knowledge

Zendesk works best for static docs. Macha scales as your knowledge grows.

What Zendesk Help Center does well

Zendesk Help Center is great for:
- publishing customer-facing articles
- maintaining a structured knowledge base
- enabling basic internal article access
- supporting simple search use cases

For many teams, Help Center is the starting point — and it remains an important part of the stack.
However, Help Center is limited to content that lives inside Zendesk.

Where Zendesk Help Center falls short

As teams mature, common limitations appear:
- knowledge lives outside Zendesk
- agents rely on websites or product pages
- internal documentation is split across tools
- search results are not ticket-aware

Zendesk Help Center alone cannot:
- surface external knowledge automatically
- recommend content based on ticket context
- unify multiple documentation systems

This creates friction for agents and inconsistency for customers.

How AI Knowledge Base by Macha compares

AI Knowledge Base by Macha builds on top of Zendesk Help Center.
It allows teams to:
- keep using Help Center as-is
- add external sources like websites and Shopify
- get AI-recommended knowledge per ticket
- search across all sources in one place
- Comparison at a glance

Zendesk Help Center:
- Help Center articles
- Macros
- Manual search

AI Knowledge Base by Macha:
- Help Center + external sources
- AI-recommended knowledge per ticket
- Unified natural-language search
- Native Zendesk sidebar integration

Macha doesn’t replace Zendesk Help Center — it makes it significantly more powerful.

Broader coverage

Answer questions beyond Help Center articles.

Faster agent workflows

Less searching, more resolving.

Consistent answers

Everyone uses the same sources of truth.

Future-ready knowledge

Add new tools as your documentation grows.

Start 7-Day Free Trial

“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

Macha vs Zendesk Help Center

6+

5 mins

Built For Trust.Designed For Privacy.

Built For Trust.
Designed For Privacy.