Zendesk

Support

Connect Zendesk to Macha and give your AI agents full access to your support stack. Read tickets with custom fields, view image attachments using AI vision, post public replies or internal notes, update statuses and tags, and sync Help Center articles as a live knowledge source. Set up triggers to run agents autonomously on every new ticket or customer message — no human in the loop required.

Trigger und Aktionen

Aktion

Get Ticket

Retrieve full ticket details including conversation history, tags, brand, and requester info.

Aktion

Get Custom Fields

Read all custom field values on a ticket with labels resolved — order numbers, brands, languages, and more.

Aktion

Read Attachment

Extract text from PDFs, DOCX, XLSX, and CSV files. Analyse image attachments using AI vision — the agent can see and describe screenshots, receipts, and product photos.

Aktion

Search Tickets

Search across all Zendesk tickets by keyword, status, assignee, or any search syntax.

Aktion

Search Users

Find Zendesk users by name, email, or role.

Aktion

List Groups

List all active Zendesk groups so agents can resolve a group name to an ID before routing a ticket.

Aktion

Add Public Reply

Post a customer-visible reply on a ticket.

Aktion

Add Internal Note

Post a private internal note visible only to agents.

Aktion

Update Status

Change a ticket's status — open, pending, hold, solved, or closed.

Aktion

Update Subject

Change the subject line of a ticket.

Aktion

Update Priority

Change a ticket's priority — urgent, high, normal, or low.

Aktion

Update Type

Change a ticket's type — problem, incident, question, or task.

Aktion

Update Tags

Add or remove tags on a ticket without overwriting existing ones.

Aktion

Update Fields

Update custom field values with validation — dropdown options are checked, dates are formatted.

Aktion

Assign Ticket

Assign a ticket to a specific agent and/or route it to a group queue.

Aktion

Search Articles

Semantic search across Help Center articles using your knowledge base.

Aktion

Sync Knowledge Base

Automatically sync Help Center articles to Macha's knowledge base with live webhook updates.

Trigger

New Ticket

Fires on the first customer message, before any agent replies.

Trigger

Customer Reply

Fires on every customer comment on any ticket.

Trigger

Status Changed

Fires when a ticket's status changes — e.g. open to pending.

Trigger

Priority Changed

Fires when a ticket's priority is updated.

Trigger

Ticket Assigned

Fires when a ticket is assigned to an agent or group.

Trigger

Ticket Closed

Fires when a ticket is marked solved or closed.

Trigger

Messaging

Fires on messages from WhatsApp, Messenger, Instagram, LINE, Telegram, and web chat.

Trigger

Custom Webhook

Generates a webhook URL you attach to any Zendesk trigger — full control over which tickets fire.

Starte deinen KI-Agenten in Minuten

Agenten-Anweisungen

Help customers who can't log in by searching the knowledge base and replying with reset steps

Weise deine KI an

Sag deinem Agenten in natürlicher Sprache, was zu tun ist. Kein Code, keine komplexe Einrichtung.

Get Ticket

Get Custom Fields

Tools für die KI

Wähle die Tools

Wähle, welche Zendesk-Aktionen dein Agent nutzen darf, suchen, aktualisieren, antworten und mehr.

Reply to ticket

Update status

Add internal note

Lass die KI arbeiten

Dein Agent erledigt es Ende-zu-Ende, liest, entscheidet, handelt, fertig.

Zendesk funktioniert mit allem anderen.

Zendesk wird noch stärker, wenn es mit Ihren anderen Tools verbunden ist. Macha bringt sie alle zusammen, sodass Ihr KI-Assistent den vollen Kontext über Ihre gesamte Toolchain hat.

Alle Integrationen ansehen