Blog
Insights, guides, and updates from the Macha team.
What Is a Light Agent in Zendesk? (Permissions, Pricing & Use Cases)
A plain-English guide to Zendesk light agents — exactly what they can and can't do, how they compare to full agents and contributors, and whether they're free.
CSAT in Zendesk: How Satisfaction Surveys Work
A plain-English guide to the Zendesk CSAT survey — how it's sent after a ticket is solved, the Good/Bad and expanded rating scales, how CSAT is calculated, reporting in Explore, an
Placeholders & Dynamic Content in Zendesk Explained
How Zendesk placeholders work — the common tokens, Liquid markup, where they're used, the security rules — plus dynamic content for multilingual, reusable text. With real code exam
Zendesk Roles & Permissions Explained
A plain-English guide to Zendesk roles and permissions — the three user types, predefined staff roles, custom roles on Enterprise, end-user settings, seat billing, and best practic
The Zendesk Agent Workspace Explained
A plain-English guide to the Zendesk Agent Workspace — the unified interface where agents handle email, messaging, chat, voice, and social from one ticket. Anatomy, what it replace
Build a Macha Agent with Claude Code or Codex — Just Hand It Your API Key
Macha now ships a public REST API, scoped keys, and AI-ingestible docs (llms.txt + OpenAPI) — so you can hand your key to Claude Code or Codex and have it build the agent for you.
Zendesk Side Conversations Explained (Email, Slack, Teams & Child Tickets)
What Zendesk side conversations are, the four channel types (email, Slack, Microsoft Teams, child tickets), who can see them, the plans you need, and how they differ from internal
How Tags Work in Zendesk (A Complete Guide to Zendesk Tags)
A plain-English guide to Zendesk tags — what they are, every way tags get added to tickets, how they power triggers, views, SLAs, and Explore reports, plus the admin controls and b
What Is ZIS (Zendesk Integration Services)? A Plain-English Guide
ZIS is Zendesk's serverless, Zendesk-hosted framework for building integrations — no backend to run. What it is, its core pieces, and how it differs from the API, webhooks, the App
Zendesk Webhooks Explained (How Zendesk Pushes Data Out)
A plain-English guide to Zendesk webhooks — what they are, how triggers fire them, the JSON payload, auth options, signature verification, and retries, with real examples.
Zendesk Talk Explained: Running a Call Center in Zendesk
What Zendesk Talk is, how its cloud call center works (IVR, voicemail, recording, callback, softphone), and the seat + per-minute pricing model — a plain-English guide for admins.
The Zendesk API Explained for Non-Developers
A plain-English guide to the Zendesk REST API — what it is, authentication, what you can do with it, pagination, rate limits, and real code examples — written for non-developers wh