Blog
Insights, guides, and updates from the Macha team.
The Zendesk Metrics Every Support Team Should Track
A plain-English guide to the Zendesk metrics that actually matter — reply and resolution times, CSAT, volume, reopens, and AI deflection — how Zendesk measures each, and the trap t
Zendesk Custom Fields Explained (Types, Users & Organizations)
A deep dive on Zendesk custom fields: all eleven custom ticket field types, which ones generate tags, custom user and organization fields, conditional and required settings, limits
Zendesk Explore Explained: Reporting & Dashboards
A plain-English guide to Zendesk Explore — prebuilt vs custom dashboards, datasets, metrics vs attributes, the query builder, sharing, live dashboards, and plan limits.
What Are Sunshine Conversations? (Zendesk's Messaging Platform Explained)
A plain-English guide to Zendesk Sunshine Conversations — the omnichannel messaging API behind Zendesk Messaging, who actually needs it, key concepts, and how its MAU pricing works
Zendesk Messaging vs. Live Chat: What's the Difference
Zendesk messaging vs. live chat (Zendesk Chat), explained plainly: session-based vs. persistent conversations, channels, bots/AI, the Agent Workspace, and why Chat is now legacy —
The Zendesk Web Widget Explained
A plain-English guide to the Zendesk Web Widget — what it does, the difference between Web Widget (Classic) and the newer messaging widget, how to install it, and how to configure
Zendesk AI Agents vs. Answer Bot: What Changed
Zendesk replaced Answer Bot with AI agents — here's what actually changed: retrieval-based deflection vs. generative resolution, the Essential/Advanced tiers, the mid-2026 consolid
Zendesk Copilot Explained: The Agent-Assist AI, in Plain English
A plain-English guide to Zendesk Copilot — the agent-assist AI that helps human agents work faster. What it does, how it shows up in the workspace, what the add-on costs, and how i
What Is Zendesk AI? Features, Limits & What It Actually Does
A plain-English map of Zendesk's whole AI suite — AI agents, Copilot, intelligent triage, generative search, and auto-QA — plus an honest take on what it really does and where it f
Zendesk Answer Bot Explained (and Why It's Now 'AI Agents')
What Zendesk Answer Bot was, how its article recommendations and deflection worked, and why Zendesk renamed it — first to 'bots,' then folded it into AI agents. The full history fo
Zendesk Help Center Themes & Theming Explained
How Zendesk Help Center theming actually works — the Copenhagen theme, no-code branding, custom themes with Curlybars and HTML/CSS/JS, marketplace themes, multiple/live themes, and
Content Blocks in Zendesk Explained (Reusable Knowledge-Base Content)
What Zendesk content blocks are, how they work, which plans include them, and how to use reusable content to keep your knowledge base consistent — a plain-English guide.