Blog
Insights, guides, and updates from the Macha team.
How to Automate Where Is My Order (WISMO) Responses with AI
WISMO tickets make up 30-50% of e-commerce support volume. Here's how to automate them end-to-end.
Using Zendesk Custom Fields with AI Agents for Smarter Automation
Your order numbers, brands, and languages live in custom fields — now your AI agent can read them directly.
How to Set Up AI Agents That Respond Automatically to Zendesk Tickets
From trigger to response in under 60 seconds — no human in the loop.
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.
Choosing the Right AI Model for Your Support Agents
GPT-5 Mini vs Claude Sonnet vs Llama — which model should your support agent use?
GPT-5.4 Mini Is Here: What It Means for AI-Powered Customer Support
OpenAI's latest mini model brings a 400K context window and stronger reasoning at just 1.25 credits per message.
Why Context Window Size Matters for AI Support Agents
128K vs 400K vs 200K tokens — what these numbers actually mean for your support team.
The Knowledge Base That Updates Itself: How Past Tickets AI Solves Documentation's Biggest Challenge
Stop manually updating your knowledge base. Past Tickets AI automatically transforms solved Zendesk tickets into searchable documentation, keeping your knowledge current as your product evolves. Perfe
How AI Knowledge Base by Macha Brings All Your Knowledge Sources Into Zendesk
Stop wasting 1.8 hours daily searching for info. AI Knowledge Base unifies Help Center, Notion, Confluence, Shopify & more in Zendesk. AI suggestions + natural language search. $15/mo flat.
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.
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.
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.