Blog
Insights, guides, and updates from the Macha team.
How to Prevent Lost Conversations in Zendesk Sunshine Conversations
Learn how to capture and track Sunshine Conversations in Zendesk when customers don't interact with bot buttons. Step-by-step solutions for Zendesk admins to prevent lost revenue and conversations.
How to Send Custom CSAT Surveys in Zendesk Messaging Channels
Learn how to send custom CSAT surveys directly in Zendesk messaging channels using the Sunshine Conversations API. Step-by-step guide with code examples for embedding third-party surveys like Qualtric
How to Automatically Create Expiration Dates Based on a Start Date in Zendesk
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 Fix the Zendesk Guide Related Articles Showing Current Article Issue
Learn how to remove the current article from Zendesk Guide's related articles list with a simple theme code fix. Step-by-step tutorial for Zendesk admins.
How to Track Average Handling Time (AHT) in Zendesk
Average Handling Time isn't a built-in Zendesk metric. Learn how to track AHT using the free Time Tracking app and create custom metrics in Explore with our complete guide.
How to Change Your Zendesk Subdomain Without Losing Data: A Complete Guide for Admins
Learn how to safely change your Zendesk subdomain from myolddomain.zendesk.com to a new URL. Understand what happens to your tickets, avoid common pitfalls, and discover better alternatives like host