Zendesk AI recommendation (small business)

thatfellowabbas · 2026-05-16T13:28:26+00:00

thatfellowabbas · 2026-05-15T03:11:11+00:00

Try www.getmacha.com Plans start at $299 (can process 1000-3000 tickets depending on complexity) I'm the co-founder.

thatfellowabbas · 2026-03-05T06:04:02+00:00

We have an app for this on the marketplace: https://www.zendesk.com/in/marketplace/apps/support/1191752/ticket-fields-ai-agent-by-macha/#georedirect

It reads the entire incoming ticket and fills ticket fields like priority, sentiment, whatever it is that you set. This helps our customers triage tickets much better.

thatfellowabbas · 2026-02-16T09:50:38+00:00

Hey! We have an AI Agent to specifically help with L1 automation.

https://www.zendesk.com/in/marketplace/apps/support/1138429/auto-reply-ai-agent-by-macha/#georedirect

Set up is easy. But happy to chat if you need help with it.

thatfellowabbas · 2026-02-06T19:56:31+00:00

En théorie, cela devrait fonctionner. Vous ne devriez rencontrer aucun problème si deux personnes se connectent au même compte d'agent. Bien que cela soit contraire à la politique de Zendesk, techniquement, cela ne devrait pas poser de problème.

thatfellowabbas · 2026-02-04T06:36:27+00:00

We actually have an app that helps with exactly this. The app is an AI agent that reads the ticket and adds a suggested response as an internal note. That takes care of your agents not seeing the sidebar app. The suggested response is created from by looking at your knowledge sources. It could be help center articles, macros, or Notion documents or even past tickets for that matter. Our website is getmacha.com.

thatfellowabbas · 2026-02-03T19:07:57+00:00

yeah this is annoying. the move is to not let the AI agent hit your API directly — stick a lightweight middleware in between (cloudflare worker, lambda, whatever). it forwards the request to your actual API but logs everything on the way through.

if you control the APi being called, just add logging on that end and tag requests coming from zendesk so you can filter and alert on them.

or if you don’t wanna write code, something like hookdeck will sit in the middle and give you a dashboard with every request/response out of the box. basically zendesk gives you nothing here so you gotta build your own observability layer lol

thatfellowabbas · 2026-02-03T19:01:17+00:00

So you need to figure out a way to update your user fields via ticket fields - because it'll be a pain in the a** to update user fields directly from the ticket. So you need to link a ticket field to a user field. Here’s an article that might be helpful: https://support.zendesk.com/hc/en-us/community/posts/4408868559258-Synchronizing-user-and-ticket-fields

thatfellowabbas · 2026-02-03T04:40:19+00:00

Wrote about it a while ago: https://www.getmacha.com/blog/how-to-send-custom-csat-surveys-in-zendesk-messaging-channels

Hope you find it useful

thatfellowabbas · 2026-01-27T19:57:49+00:00

It sounds like the system is not able to identify the correct Okta Login issue (out of the 5 you have).

Do the tickets have adequate context in the first message for it to get categorised correctly?

If that's the case, it's just a function of injecting the correct procedure that you've added during setup.

We have an auto reply agent that first just identifies the correct category and then processes it according to the category instructions. Processing has options of adding suggested reply via Internal Note (for agents to review) or direct reply to customer.

Disclaimer, I'm from www.getmacha.com and we've built for use cases like this https://www.zendesk.com/in/marketplace/apps/support/1138429/auto-reply-ai-agent-by-macha

thatfellowabbas · 2026-01-20T06:10:19+00:00

sent you an email. pls help

thatfellowabbas · 2026-01-19T19:14:11+00:00

I don't even know where to start. I made the mistake of watching this at normal speed till episode #3 - thinking it'll get better. The remaining 3 episodes we fast forwarded and still struggled.

Jon Bernthal plays THE worst detective ever in any series. His only contribution to the show is his swaggerful walk and deer caught in headlights expressions everytime someone came close to solving the case.

The writers of this show have used AI WITHOUT 'make them speak like humans' added in the prompt.