Zendesk
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.
Triggers & Actions
Action
Get Ticket
Retrieve full ticket details including conversation history, tags, brand, and requester info.
Action
Get Custom Fields
Read all custom field values on a ticket with labels resolved — order numbers, brands, languages, and more.
Action
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.
Action
Search Tickets
Search across all Zendesk tickets by keyword, status, assignee, or any search syntax.
Action
Search Users
Find Zendesk users by name, email, or role.
Action
Add Public Reply
Post a customer-visible reply on a ticket.
Action
Add Internal Note
Post a private internal note visible only to agents.
Action
Update Status
Change a ticket's status — open, pending, hold, solved, or closed.
Action
Update Subject
Change the subject line of a ticket.
Action
Update Priority
Change a ticket's priority — urgent, high, normal, or low.
Action
Update Tags
Add or remove tags on a ticket without overwriting existing ones.
Action
Update Fields
Update custom field values with validation — dropdown options are checked, dates are formatted.
Action
Assign Ticket
Assign a ticket to a specific agent by user ID.
Action
Search Articles
Semantic search across Help Center articles using your knowledge base.
Action
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.
Get your AI agent started in minutes
Agent instructions
Help customers who can't log in by searching the knowledge base and replying with reset steps
Instruct your AI
Tell your agent what to do in plain English. No code, no complex setup.
Get Ticket
Get Custom Fields
Tools for the AI
Select the tools
Pick which Zendesk actions your agent can use — search, update, reply, and more.
Let the AI work
Your agent handles it end-to-end — reads, decides, acts, done.
Zendesk works with everything else.
Zendesk is even more powerful when connected alongside your other tools. Macha brings them all together — so your AI assistant has full context across your entire stack.
Explore all integrations
Ready to connect
Zendesk?
Set up in minutes. No code, no implementation team. Just connect and go.