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Freshdesk Portal Not Showing Articles / Search Broken: Fixes
A troubleshooting checklist for when Freshdesk solution articles don't appear on the portal: publish state, folder and article visibility scopes, portal access, cache, and search i
Scheduled Triggers: Run Agents on a Cron (Hourly, Daily, Custom)
Macha's scheduled triggers run your AI agents on a cron — hourly, daily, or custom. Daily reports, backlog sweeps and health checks on autopilot, with guardrails.
Freshdesk Reports Showing Wrong / No Data: Fixes
Why your Freshdesk reports show wrong or missing data — timezone and business-hours skew, filter scope, data-refresh lag, and plan-gated metrics — with a causes-to-fixes checklist.
Webhook Automation: Run Agents the Moment a Ticket Changes
Fire an AI agent the instant a ticket is created, replied to, or escalated. How Macha's trigger system turns webhook events into autonomous agent runs — with debounce, signing secr
Freshdesk Round-Robin Not Assigning Tickets: Fixes
Why Freshdesk round-robin silently skips agents — availability, group membership, and max-ticket limits — plus a causes-to-fixes checklist, the exact menu paths, and where the nati
Organising Tools Into Branded Connector Groups
Group your custom API tools under named, branded connectors in Macha — custom icon, brand colour, and a clean connectors page. A real walkthrough of how it works.
Freshdesk Placeholders & Dynamic Content Explained
How the {{ticket.*}} placeholder library works across Freshdesk automations, canned responses, and email notifications — real placeholders, the Insert Placeholders picker, plan-gat
Read vs Write Tools, and Why Confirmations Matter
Read tools look things up; write tools change them. Here's how Macha separates the two and gates risky actions behind confirmations — so your AI agents stay safe.
Freshdesk Solutions (Knowledge Base) Categories & Folders Explained
A structure and permissions deep-dive into Freshdesk Solutions: the category → folder → article hierarchy, folder visibility scopes, agent vs customer access, and draft vs publishe
The AI Tool Builder: Connect Any API by Pasting Credentials and Chatting
Macha's AI Tool Builder connects any REST API to your support agents — describe the API, paste a key, and it discovers endpoints, tests them, and builds the tools.
Freshdesk Approval Workflows: Native Limits vs AI Orchestration
Where Freshdesk's native approval workflow stops — single-level, knowledge-base only, Enterprise-gated — and how an AI agent layer orchestrates multi-step ticket approvals on top o
Building Custom API Tools: Connect Any REST API to Your Agent
Build custom API tools so your support agents can call any REST endpoint — auth, parameters, body templates, response mapping, and an AI Tool Builder. A real walkthrough.
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