Guides

10 min read· Jun 22, 2026

How to Send & Forward Email Into Zendesk: Complete Setup Guide (2026)

Step-by-step 2026 guide to getting email into Zendesk as tickets: default support address, adding & verifying external addresses, Gmail/Outlook/Google Workspace forwarding, and SPF

8 min read· Jun 12, 2026

How to Deploy an AI Chatbot on Your Website with Macha (Step by Step)

A step-by-step guide to deploying an AI chatbot on your website with Macha — pick an agent, style the widget, paste one line of code, and go live in minutes.

6 min read· Jun 12, 2026

How to Build an AI Agent on Macha — A Full Walkthrough

Build your first Macha AI agent two ways — describe it and let the AI Agent Builder set it up, or configure it by hand. Plus how to test it and take it live.

7 min read· Jun 10, 2026

Customer Service Automation: A Practical Guide (2026)

What customer service automation is in 2026, what you can actually automate (rules vs AI agents), how to start, real examples, pitfalls to avoid, and where AI agent platforms fit.

6 min read· Jun 10, 2026

How to Automate Freshdesk with AI: A Practical Guide (2026)

How to automate Freshdesk with AI in 2026 — native rules (Dispatcher, Supervisor, Observer) and Freddy AI explained, plus a step-by-step to add an AI agent that resolves tickets.

8 min read· Jun 9, 2026

How to Automate Zendesk with AI: A Practical Guide (2026)

A practical guide to automating Zendesk with AI in 2026 — what you can automate beyond triggers and macros, how to set up an AI agent step by step, and real example workflows.

7 min read· May 11, 2026

How to set up an AI agent in Zendesk: a complete walkthrough

Six decisions and you're live. The guide we wish existed when we started.

6 min read· May 11, 2026

Building Custom API Tools for AI Agents: A Practical Guide

Connect any REST API to your AI agent in 5 minutes — no code, just a URL template and parameters.

8 minutes· Feb 2, 2026

How to Route Tickets to the Right Departments in Zendesk (Without Keywords Triggering on Agent Replies)

Learn how to set up department-based ticket routing in Zendesk using triggers, avoid common keyword routing pitfalls, and prevent agent replies from re-routing tickets to wrong departments.

7 minutes· Feb 2, 2026

How to Automatically Populate Zendesk Ticket ID in a Custom Field

Learn how to automatically populate Zendesk ticket IDs into custom fields using webhooks and triggers. Complete guide with official documentation and step-by-step instructions.

12 minutes· Feb 2, 2026

How to Track Agents Who Open Tickets But Don't Work on Them in Zendesk

Discover proven methods to identify Zendesk agents who view tickets without taking action. Learn about Time Tracking, WFM, Access Logs, and Play Mode analytics to optimize team performance.

14 min read· Jan 29, 2026

How to Stop Zendesk Spam Emails: The Complete Fix Guide

Getting flooded with spam tickets in Zendesk? Or worse — people complaining they're receiving suspicious emails "from" your company? Here's everything you need to know and how to fix it.