AI Agents

9 min read· Jul 22, 2026

Working With Zendesk Custom Fields in AI Agents (Labels, Not Raw IDs)

Zendesk tickets return custom fields as raw numeric IDs. Here's how Macha's Get Ticket Custom Fields tool resolves them to labels so your AI agents can actually use them.

11 min read· Jul 22, 2026

Reading Image Attachments on Zendesk Tickets with AI Vision

Macha agents read image attachments on Zendesk tickets with AI vision — describe screenshots, read text, identify products, parse receipts. How it works, and when not to use it.

12 min read· Jul 22, 2026

Auto-Categorise Zendesk Tickets by Type with AI (Problem / Incident / Question / Task)

Use AI to automatically set a Zendesk ticket's type — problem, incident, question, or task — at creation, with Macha's Update Ticket Type tool. Real setup walkthrough inside.

11 min read· Jul 22, 2026

12 Things You Can Automate in Zendesk With an AI Agent

A practical roundup of 12 Zendesk workflows you can hand to an AI agent — order status, triage, refunds, summaries, escalations and more, with real examples.

9 min read· Jul 22, 2026

Introducing the AI Agent Builder: Describe It, and Macha Builds It

Describe the support agent you want in plain English and Macha builds it — instructions, tools, triggers, sub-agents, and model. Launching on all plans.

14 min read· Jul 21, 2026

The Macha AI Agent Builder: Build a Support Agent Just by Describing It

Describe a support agent in plain English and Macha's AI Agent Builder configures the instructions, tools, triggers, sub-agents, and model for you. Full walkthrough.

15 min read· Jul 21, 2026

Zendesk AI Agent Integration: Everything Your Macha Agent Can Do

Connect an AI agent to Zendesk via OAuth — every ticket action, image vision, custom fields, routing, triggers, and loop-safety. The full Macha × Zendesk reference.

9 min read· Jul 20, 2026

Agent Evaluation: Grade How Your AI Agents Actually Performed

Macha Agent Evaluation runs an AI judge over your agents' past conversations and scores whether they followed instructions — a Yes/Partially/No verdict and a one-line reason per co

8 min read· Jul 20, 2026

Studies: Run an AI Analysis Across Thousands of Support Tickets

Macha Studies runs an AI analysis across thousands of Zendesk tickets at once — define the columns you want, get a structured results grid and report charts, export to CSV, or push

13 min read· Jul 20, 2026

Agentic AI for Customer Service, Explained (2026)

Agentic AI for customer service is AI that reasons, plans, takes actions in your helpdesk, and resolves tickets on its own — not a scripted chatbot. Here's what makes AI 'agentic',

13 min read· Jul 20, 2026

Human Handoff in AI Customer Support: How Escalation Works (2026)

Human handoff is when an AI agent transfers a conversation to a person. Here's what it is, when AI should escalate (confidence, sentiment, policy), how a clean warm handoff works,

14 min read· Jul 20, 2026

HubSpot Breeze AI Agent: The Complete Guide (2026)

What HubSpot Breeze is, how the Customer Agent works, and the truth about its $0.50-per-resolved-conversation pricing — setup, strengths, honest limits, and who it's for.