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Introducing Studies: Bulk AI Analysis Across Your Whole Support History
Studies runs a structured AI analysis across thousands of Zendesk tickets at once — typed columns, a cost estimate before you run, a charted report, and results you can push back t
Reliable SSE Streaming: Why We Moved From fetch to XMLHttpRequest
Why Macha switched from fetch ReadableStream to XMLHttpRequest for reliable SSE — the buffering traps that hid real-time agent tool status, and how we fixed them.
How We Fixed the OAuth Token-Refresh Race (the Schmid Digital Outage)
A postmortem on the OAuth token-refresh race that took down a Macha connector — two webhooks, a single-process refresh, and the compare-before-write fix that resolved it.
GDPR-Compliant AI Customer Support: Export, Scheduled Deletion & Retention
GDPR-compliant AI customer support, made operable: one-click JSON export, 30-day scheduled deletion with cascade cleanup, automatic retention and encrypted logs.
Built-In File Generation: Agents That Hand You a Spreadsheet
Macha agents generate XLSX, CSV, PDF, and DOCX files on the fly — no setup, no extra connector. Hand your team a finished spreadsheet from live helpdesk data.
Test Run: Simulate an AI Agent on Real Data Before You Launch It
Before an AI support agent touches a live ticket, simulate it on real tickets, emails, and docs. How Macha's Test Run works, what to check, and where it stops.
Multi-Instance Connectors: Connect Two Zendesks (or Three Stripes) to One Agent
Macha's multi-instance connectors let one AI agent work across two Zendesk accounts (or three Stripes) — each with its own credentials, with auto-disambiguated tools.
How to Choose an AI Model for Support Agents: Macha's GPT-5 Lineup
A practical guide to choosing the right AI model per support agent in Macha — GPT-5.4 Mini, GPT-5, GPT-5.4, plus a worked credit-cost example.
Smarter Zendesk Routing: Assign Tickets to Groups and Set Ticket Types
Macha's AI agents now route Zendesk tickets to group queues and set the ticket type — problem, incident, question, task — automatically. Here's how it works.
AI Vision: Your Agents Can Now Read Ticket Image Attachments
Macha agents now read image attachments on Zendesk tickets — screenshots, receipts, product photos. Here's how vision works, which models support it, and where it falls short.
Zendesk OAuth Is Now the Default in Macha (and Why That Matters)
Macha now connects to Zendesk via OAuth by default, not API keys. Here's what OAuth vs API token means for security, token refresh, and Zendesk's 2026 token removal.
Confluence Is Now a Macha Connector: AI Agents That Read and Write Your Docs
Macha now connects Confluence: AI agents search your spaces, read pages, post internal notes, and even write runbooks back — with confirmation on every write.
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