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.

Triggers e ações

Ação

Get Ticket

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

Ação

Get Custom Fields

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

Ação

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.

Ação

Search Tickets

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

Ação

Search Users

Find Zendesk users by name, email, or role.

Ação

List Groups

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

Ação

Add Public Reply

Post a customer-visible reply on a ticket.

Ação

Add Internal Note

Post a private internal note visible only to agents.

Ação

Update Status

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

Ação

Update Subject

Change the subject line of a ticket.

Ação

Update Priority

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

Ação

Update Type

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

Ação

Update Tags

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

Ação

Update Fields

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

Ação

Assign Ticket

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

Ação

Search Articles

Semantic search across Help Center articles using your knowledge base.

Ação

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.

Coloque seu agente de IA em ação em minutos

Instruções do agente

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

Instrua sua IA

Diga ao seu agente o que fazer em linguagem natural. Sem código, sem configuração complexa.

Get Ticket

Get Custom Fields

Ferramentas para a IA

Selecione as ferramentas

Escolha quais ações do Zendesk seu agente pode usar, buscar, atualizar, responder e mais.

Reply to ticket

Update status

Add internal note

Deixe a IA trabalhar

Seu agente cuida de ponta a ponta, lê, decide, age, pronto.

Zendesk funciona com tudo o mais.

Zendesk fica ainda mais poderoso conectado às suas outras ferramentas. A Macha reúne todas elas, para que seu assistente de IA tenha contexto completo de toda a sua stack.

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