Zendesk Apps AI Knowledge Base
AI Knowledge Base

AI Knowledge Base

Enables support agents to discover relevant answers instantly by recommending the most pertinent documents and enabling searches across Help Center, macros, Notion, Confluence, Shopify, and more.

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AI-Suggested Documents

We read the customer's ticket and surface the most relevant macros, help articles or documents.

AI-Suggested Documents

Search All Knowledge

Plain language search across Help Center, Notion, Confluence, Shopify, and connected sources.

Search All Knowledge

Zendesk-Native Integration

Integrated directly within the Zendesk ticket sidebar for seamless agent workflows.

Zendesk-Native Integration

What it does.

Everything included with AI Knowledge Base to help your team work faster.

AI-Suggested Documents

Automatically surfaces relevant macros, help articles, and documents based on ticket content.

Search All Knowledge

Natural language queries across all connected sources.

Unified Knowledge Sources

Consolidates Help Center, macros, Shopify, Notion, Confluence, and website pages.

Zendesk-Native Integration

Embedded in ticket sidebar; no tab-switching required.

Quick Setup

Dashboard-based source configuration with automatic indexing.

Expanding Integrations

Additional source connectors launching regularly.

Simple, transparent pricing.

No contracts. No minimum seats. Start with a 7-day free trial — no credit card required.

AI Knowledge Base

$15 /month
  • Unlimited usage
  • AI-powered knowledge recommendations
  • Unified search across all sources
  • Multi-source connections
  • No per-agent cost
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No credit card required

Use cases.

See how teams use AI Knowledge Base to work smarter.

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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Add External Knowledge Sources

Zendesk's native knowledge features are limited to Help Center articles and macros. AI Knowledge Base by Macha lets you add external knowledge sources and use them directly while resolving tickets.

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Answer Tickets with External Knowledge

Zendesk agents often need information that doesn't live in the Help Center. AI Knowledge Base by Macha lets agents answer Zendesk tickets using external knowledge — directly inside the ticket view.

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Zendesk Integration

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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Macha vs Zendesk Help Center

Zendesk Help Center is a solid foundation for customer support knowledge. AI Knowledge Base by Macha complements and extends Zendesk Help Center by adding AI-powered recommendations and unified search across all your knowledge sources.

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Frequently asked questions.

Everything you need to know about AI Knowledge Base.

Knowledge Base App brings all your company's knowledge sources — Help Center, macros, website pages, product pages, and internal docs — into Zendesk. Agents receive AI-recommended content automatically and can search connected sources using natural language.
Currently supported: Zendesk Help Center articles, Zendesk Macros, external websites via scraping, and Shopify product pages. Coming soon: Notion pages and Confluence spaces.
On the paid plan, you can connect up to 10 sources. Each source can include up to 500 documents. The free plan allows 3 sources with 300 documents each.
Every new account starts with a 7-day free trial. You get unlimited feature access, can connect 3 sources with 300 documents per source, and no credit card is required.
$15/month for the monthly plan or $12/month billed annually at $144 — with no per-agent costs or usage limits.
Macha AI processes your data securely and does not store ticket content long-term. Data is processed transiently with encrypted connections throughout indexing and retrieval.
Setup requires just minutes. Zendesk Macros and Help Center automatically populate as initial sources after installation.
Yes, new integrations are continuously expanding. Email [email protected] to request early access for tools like Confluence or Google Drive.
Teams managing documentation across multiple platforms who want agents instant access to information without switching between tabs.

Built For Trust.
Designed For Privacy.

Your data is safe with Macha AI. We meet the highest security standards so you can focus on support without compromise.

GDPR Compliant

Fully aligned with global data protection and security standards.

Zero Data Retention Policy

We never store customer information or your customer conversations.

Zendesk
5.0 on Zendesk Marketplace

Loved by support teams worldwide

See what support teams are saying about Macha AI.

The application seems excellent to me! We are still testing, and we need support for some details and they were extremely efficient too!

Daniela Costa

Daniela Costa

Head of Support, Seabra

Macha has been a great addition to our support toolkit. It generates clear, well-organized responses that fit naturally into our workflow. One feature we particularly appreciate is its ability to automatically reply in the same language as the ticket.

Marius F

Marius F

Support Head, Zentana

We've been using Macha for a little while now and it's been really great addition so far! It's powerful, convenient, and makes getting work done a lot easier for our agents.

Alexander Wedén

Alexander Wedén

Head of Support

Support team is very helpful and responsive. Really enjoy how lightweight this is within Zendesk itself vs other more intrusive tools.

Cathleen Wright

Cathleen Wright

Zendesk Admin, Cortex IO

So far it's pretty good! Our queries are a little nuanced, so we can't always use it, but it's got enough utility for us. It can even incorporate our bilingual country with greetings in a second language.

Jae Oliver

Jae Oliver

Head of Support, Wise

Really enjoying using Macha, it has made a noticeable difference to our support team in a short amount of time. I really like the ticket summary feature, saves us a lot of time.

Harry Jackson

Harry Jackson

Head of Support, Crumb

Macha AI is a great addition to my workspace! It's powerful, convenient, and it really makes productivity so much easier for our agents!

Dave G

Dave G

Head of Support, Cyber Power Systems

Very impressed! AI integration for Zendesk has certainly come a long way and Macha seems to set the standard for now. This will for sure save lot of time in our support team.

Pauli Juel

Pauli Juel

Head of CS, Dokument24

Macha has been working great for us so far! The auto-responses are accurate and our resolution time has dropped significantly.

Lana T

Lana T

Zendesk Admin, Swotzy

Macha AI is a great addition. The knowledge base feature means our agents always have the right answers at their fingertips.

Mischa Wolf

Mischa Wolf

Head of Support, Topi

We're enjoying this integration so far. It's made our support team more efficient and our customers get faster responses.

Paula G

Paula G

Head of Customer Support, Xly Studio

The team enjoys using it. It saves considerable time on common questions and the integration options are excellent.

Kilian Leister

Kilian Leister

Support Head, Didriksons