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Gorgias Rules Not Triggering (or Firing on Wrong Tickets): Fixes
A ranked checklist for when Gorgias rules won't fire or hit the wrong tickets: enabled toggle, rule order, case-sensitive tags, nested IF/ELSE branches, multi-store Shopify, G Suit
Front Emails "Reopening" (Reopened in Office 365 Inbox): How to Fix
Old, archived Front emails suddenly reappear marked "Reopened in Office 365 Inbox" — sometimes thousands at once. Here are the real causes (threading mode, O365 sync, close-conve
The Macha × Shopify Integration: Orders, Customers & Refunds From Your AI Agent
Connect Shopify to Macha over OAuth and give your AI agent 7 commerce tools — order lookup, customer history, WISMO, and refunds behind a confirmation gate.
How to Export Tickets & Data from Freshdesk
A practical guide to exporting Freshdesk data: CSV/Excel ticket exports, scheduled Analytics exports, the daily ticket-activities JSON feed, and the REST API — plus where each one
Gorgias Auto-Reply Loop & Auto-Close Misfires: How to Stop Them
Auto-reply re-firing on every message, or auto-close closing the wrong tickets? A ranked fix checklist: 'Message From Agent Is False', the 5-min throttle, and correct rule order.
Front Notifications Not Working (Desktop & Mobile): Fixes
Missing or delayed Front notifications? Work through an ordered causes-to-fixes checklist: the built-in mobile/email delay, Smart vs All levels, OOO/mute, blocked browser notificat
Zendesk AI Agent Integration: Everything Your Macha Agent Can Do
Connect an AI agent to Zendesk via OAuth — every ticket action, image vision, custom fields, routing, triggers, and loop-safety. The full Macha × Zendesk reference.
How to Merge & Unmerge Tickets in Freshdesk
A step-by-step guide to merging tickets in Freshdesk: choosing the primary ticket, what happens to secondaries, why you can't truly unmerge, and how the Auto Ticket Merger app hand
Gorgias Chat Widget Not Showing on Shopify: Fixes
Gorgias chat widget missing on Shopify? A ranked fix list — a theme change that overwrote the embed (Quick Install), the traffic-based 'Not detected' status, strict CSP blocking, a
Front Emails Going to Spam or Showing "via mandrillapp.com": Fixes (SPF & DKIM)
Why your Front outbound lands in junk or shows "via mandrillapp.com", ordered from most common cause to least: authorize Mandrill SPF/DKIM, pick the right sending server, and han
Agent Evaluation: Grade How Your AI Agents Actually Performed
Macha Agent Evaluation runs an AI judge over your agents' past conversations and scores whether they followed instructions — a Yes/Partially/No verdict and a one-line reason per co
How to Create Custom Ticket Fields & Forms in Freshdesk
A step-by-step guide to building custom ticket fields and forms in Freshdesk: every field type, dependent fields, dynamic sections, agent-only vs customer-facing settings, plan lim
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