1. New Batch-Based Ingestion Workflow

The ingestion process has been redesigned to run in batches rather than as a single continuous operation.
This update makes processing more predictable, easier to monitor, and better suited for larger ticket volumes.

As part of this change, the system now records:

• Which tickets were processed
• Which tickets created a new solution
• Which tickets updated a previous solution
• Which tickets were skipped

This provides greater transparency into ingestion outcomes and helps teams understand exactly what was included or excluded during processing.

2. Add Tickets After a Specific Date

A new option has been added to help users ingest tickets based on a date threshold.

You can now:

• Add tickets after a certain date using the Zendesk Incremental API (processed in pages of 250), or
• Add up to 1,000 tickets using the Zendesk Search API with a query

This gives admins flexibility in how they source historical tickets, whether they need a large volume sync or a more targeted selection.

3. Analytics for Token Usage and Cost Tracking

A new analytics collection has been introduced to track OpenAI token usage and associated costs.Usage data is stored on a rolling basis, allowing teams to monitor how the app is being used over time and understand the operational cost impact.

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This foundation will support more detailed reporting and cost insights in future updates.

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For questions or feedback, contact support@getmacha.com.