AI Knowledge Base by Macha

Zendesk Knowledge Base Integration

When adding new tools to Zendesk, teams worry about disruption.Agents don’t want to switch tabs.
Admins don’t want long rollouts.
Managers don’t want another system to maintain.
‍AI Knowledge Base by Macha is built to work natively inside Zendesk — not alongside it.
‍Agents access recommendations and search results directly in the Zendesk ticket sidebar, without changing how they work.

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Native Zendesk sidebar

Knowledge appears directly inside the ticket view.

No workflow changes

Agents keep using Zendesk as they always have.

Fast adoption

Minimal training required for agents and admins.

Why native integration matters

Support tools only succeed if agents actually use them.
When tools feel separate from Zendesk:
- agents ignore them
- answers stay inconsistent
- productivity drops
‍
Native integration ensures:
- knowledge is visible at the right moment
- agents don’t lose context
- adoption happens naturally
‍
A knowledge base only helps if it’s available inside the ticket, not hidden behind another login.

How AI Knowledge Base integrates with Zendesk

AI Knowledge Base by Macha installs directly from the Zendesk Marketplace.
Once installed:
- the app appears in the Zendesk ticket sidebar
- Zendesk Help Center and Macros are added automatically
- agents see recommendations without configuration
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Admins can add more sources from the Macha dashboard at any time, without impacting agent workflows.

Designed for Zendesk teams

AI Knowledge Base by Macha is designed specifically for Zendesk environments.
- It works well for teams that:
- handle high ticket volumes
- onboard agents frequently
- manage growing documentation
- need consistent answers across teams

Because the app feels native, agents use it naturally — without friction or pushback.

Seamless adoption

Agents use it without training or disruption.

Faster onboarding

New agents find answers immediately.

Lower maintenance

No manual syncing or tagging required.

Scales with Zendesk

Works as your ticket volume and knowledge 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

Zendesk Knowledge Base Integration

6+

5 mins

Built For Trust.Designed For Privacy.

Built For Trust.
Designed For Privacy.