ChatGPT AI Agent by Macha (Support)

Release notes through 2025-07-25

Support
New:

• We've extended email status support to the Exchange Connector, so agents are now notified when emails sent using Exchange fail to deliver. This empowers faster issue resolution and reduces support tickets.

Fixed:
Resolved an issue with the api/v2/users/search endpoint where searching for users by email did not always return all associated identities in the response.AI agents, and knowledge.

New:
AI Agent insights

• We're now onboarding customers to the automation potential limited EAP. Some spots are still available in the EAP if you would like to sign up.

Knowledge

• Released the Knowledge Builder EAP.
• Standard actions and action flows are now available in procedures.

AI Agents Advanced

• Whenever our Gen3 AI Agent answers a question, it’ll let you know which help articles it used to put the answer together. In personalization settings you can activate and deactivate this feature.
• We've started the rollout process for segments in the dialogue builder.
• Groups now allow you to navigate to the AI Agents within the group. For example, the AI Agent name is now clickable.
• Faster knowledge source reimports

Fixed:
AI Agents Advanced

• The Gen3 AI Agent now uses custom instructions consistently (previously sometimes instructions were ignored)
• Fixed a visual bug in AI agents Advanced conversation logs, which resulted in overlapping UI elements when viewing fallback message details of generative replies

App Marketplace
New:
Triage (Support) (paid)

• Triage helps you quickly review, prioritize, and take action on newly created Zendesk tickets. The Triage app for Zendesk is built to help support teams cut through the noise and handle tickets at lightning speed. No more diving in and out of ticket views. With the Triage app, agents can apply many changes to a ticket with a single click. Create unlimited instant actions tailored to your workflow.
  ChatGPT AI Agent by Macha (Support)
• ChatGPT AI Agent by Macha is an autonomous AI agent for your L1 tickets. Macha's AI agent helps you automate ticket categories, sets strict guidelines for replies, lets you respond in every language, and plugs into your knowledge sources for replies.
  Attachments Manager (Support) (paid)
• Attachments Manager lets you view and manage all your attachments in one place and allows you to explore, preview, download, and delete them easily. With advanced filtering, you can easily identify relevant attachments based off things like file type, upload date, ticket status, file size and more.
  Magicline Connector by Leafworks (Support) (paid)
• Magicline Connector by Leafworks bridges the gap between your Magicline environment and Zendesk, making support for gyms around the world faster, smarter, and more efficient. Whether you're handling memberships, contract changes, or customer inquiries, this app keeps everything in sync: no switching tools, no double data entry. Perform instant member lookups, edit customer info in Magicline, and have the ability to cancel contracts, view subcontracts, signed documents and idle periods, all from within Zendesk.
  Quivr (Support)
• Quivr is an open-source Retrieval-Augmented Generation (RAG) AI designed to enhance knowledge management and content generation. It enables users to efficiently retrieve, generate, and refine text using advanced AI capabilities, making it a powerful tool for automation and productivity. Quivr for Zendesk provides you with AI-powered suggestions that are fully context-aware based on customer details and conversation history. Speed up ticket resolution and enhance agent productivity by giving access to Quivr AI directly inside Zendesk.