AI agents for Zendesk.
Resolve tickets, reply to customers, and triage your queue — with AI agents that read, write, and act directly inside Zendesk.
You set it up
It handles the rest
Ticket #4821 — refund approved
Stripe refund issued · 8s
Ticket #4822 — refund processed
Stripe + Zendesk · 12s
@refundAgent what happened with ticket #4823?
Customer requested a refund for order #1087. Verified in Stripe — $49.99 refunded. Ticket updated to solved.
Ticket #4824 — partial refund
Stripe + Zendesk reply · 6s
Everything your team needs
inside Zendesk.
Macha plugs directly into your Zendesk workflow — reading tickets, updating statuses, and replying to customers.
Resolve tickets automatically
The agent picks up new tickets, searches your Help Center, pulls data from Shopify and Stripe, and replies to customers — all without human involvement.
Ticket #4821 resolved
Help Center article match · 8s
Refund processed — $49.99
Stripe + Zendesk · 12s
Status update sent to customer
Zendesk reply · 3s
AI copilot in your Zendesk sidebar
A widget right inside Zendesk where your agents can ask questions, get ticket summaries, draft replies, and pull data from connected tools — without leaving the ticket.
@refundAgent summarize ticket #4821 — customer is asking about their refund
Customer requested refund for order #1092. $49.99 charged via Stripe. Draft reply:
"Hi Sarah, I've processed your $49.99 refund. It'll arrive in 3-5 business days."
Give your AI agent access to
any Zendesk action.
Choose which triggers fire the agent and which actions it can take — search tickets, post replies, update statuses, sync your knowledge base, and more.
Ticket Created
Trigger
Ticket Updated
Trigger
Ticket Solved
Trigger
Ticket Reopened
Trigger
Search Tickets
Action
Get Ticket
Action
Update Ticket
Action
Add Comment
Action
Get Articles
Action
Sync Knowledge Base
Action
Ticket Created
Trigger
Ticket Updated
Trigger
Ticket Solved
Trigger
Ticket Reopened
Trigger
Search Tickets
Action
Get Ticket
Action
Update Ticket
Action
Add Comment
Action
Get Articles
Action
Sync Knowledge Base
ActionHow teams use
Macha + Zendesk.
Real workflows that support teams run every day — from auto-resolving tickets to routing escalations.
How do I reset my password? I've tried the login page but can't find the option.
Here's how to reset your password:
Auto-reply using knowledge base articles
When a ticket comes in with a common question, Macha searches the Help Center knowledge base for the most relevant article, extracts the key steps, and replies with a clear, helpful answer.
Explore use caseHi, I placed an order 3 days ago and haven't received any updates. Order #1847.
Hi! Your order #1847 shipped on March 2nd via FedEx. Your tracking number is 7829401 and it's estimated to arrive tomorrow. Let me know if you need anything else!
Auto-resolve order status inquiries
When a customer asks about their order status, Macha automatically looks up the order in Shopify, checks fulfillment and tracking details, and replies on the ticket — no agent needed.
Explore use caseI'd like a refund for my last purchase. The product didn't meet my expectations.
I'm sorry to hear the product didn't meet your expectations. I've processed a full refund of $45.00 — you should see it reflected in your account within 5-7 business days. Is there anything else I can help with?
Process refund requests automatically
When a customer requests a refund, Macha looks up their payment in Stripe, processes the refund, and replies on the ticket with confirmation — all without agent intervention.
Explore use caseMy account was charged but I never received access to the premium features I paid for.
Triage and route tickets by topic
When a new ticket arrives, Macha reads the content, classifies the topic, sets the appropriate priority, and routes it to the right team or agent — all in seconds.
Explore use caseBuilt For Trust.
Designed For Privacy.
Your data is safe with Macha AI. We meet the highest security standards so you can focus on support without compromise.
GDPR Compliant
Fully aligned with global data protection and security standards.
Zero Data Retention Policy
We never store customer information or your customer conversations.
Loved by support teams worldwide
See what support teams are saying about Macha AI.
The application seems excellent to me! We are still testing, and we need support for some details and they were extremely efficient too!
Daniela Costa
Head of Support, Seabra
Macha has been a great addition to our support toolkit. It generates clear, well-organized responses that fit naturally into our workflow. One feature we particularly appreciate is its ability to automatically reply in the same language as the ticket.
Marius F
Support Head, Zentana
We've been using Macha for a little while now and it's been really great addition so far! It's powerful, convenient, and makes getting work done a lot easier for our agents.
Alexander Wedén
Head of Support
Support team is very helpful and responsive. Really enjoy how lightweight this is within Zendesk itself vs other more intrusive tools.
Cathleen Wright
Zendesk Admin, Cortex IO
So far it's pretty good! Our queries are a little nuanced, so we can't always use it, but it's got enough utility for us. It can even incorporate our bilingual country with greetings in a second language.
Jae Oliver
Head of Support, Wise
Really enjoying using Macha, it has made a noticeable difference to our support team in a short amount of time. I really like the ticket summary feature, saves us a lot of time.
Harry Jackson
Head of Support, Crumb
The application seems excellent to me! We are still testing, and we need support for some details and they were extremely efficient too!
Daniela Costa
Head of Support, Seabra
Macha has been a great addition to our support toolkit. It generates clear, well-organized responses that fit naturally into our workflow. One feature we particularly appreciate is its ability to automatically reply in the same language as the ticket.
Marius F
Support Head, Zentana
We've been using Macha for a little while now and it's been really great addition so far! It's powerful, convenient, and makes getting work done a lot easier for our agents.
Alexander Wedén
Head of Support
Support team is very helpful and responsive. Really enjoy how lightweight this is within Zendesk itself vs other more intrusive tools.
Cathleen Wright
Zendesk Admin, Cortex IO
So far it's pretty good! Our queries are a little nuanced, so we can't always use it, but it's got enough utility for us. It can even incorporate our bilingual country with greetings in a second language.
Jae Oliver
Head of Support, Wise
Really enjoying using Macha, it has made a noticeable difference to our support team in a short amount of time. I really like the ticket summary feature, saves us a lot of time.
Harry Jackson
Head of Support, Crumb
Macha AI is a great addition to my workspace! It's powerful, convenient, and it really makes productivity so much easier for our agents!
Dave G
Head of Support, Cyber Power Systems
Very impressed! AI integration for Zendesk has certainly come a long way and Macha seems to set the standard for now. This will for sure save lot of time in our support team.
Pauli Juel
Head of CS, Dokument24
Macha has been working great for us so far! The auto-responses are accurate and our resolution time has dropped significantly.
Lana T
Zendesk Admin, Swotzy
Macha AI is a great addition. The knowledge base feature means our agents always have the right answers at their fingertips.
Mischa Wolf
Head of Support, Topi
We're enjoying this integration so far. It's made our support team more efficient and our customers get faster responses.
Paula G
Head of Customer Support, Xly Studio
The team enjoys using it. It saves considerable time on common questions and the integration options are excellent.
Kilian Leister
Support Head, Didriksons
Macha AI is a great addition to my workspace! It's powerful, convenient, and it really makes productivity so much easier for our agents!
Dave G
Head of Support, Cyber Power Systems
Very impressed! AI integration for Zendesk has certainly come a long way and Macha seems to set the standard for now. This will for sure save lot of time in our support team.
Pauli Juel
Head of CS, Dokument24
Macha has been working great for us so far! The auto-responses are accurate and our resolution time has dropped significantly.
Lana T
Zendesk Admin, Swotzy
Macha AI is a great addition. The knowledge base feature means our agents always have the right answers at their fingertips.
Mischa Wolf
Head of Support, Topi
We're enjoying this integration so far. It's made our support team more efficient and our customers get faster responses.
Paula G
Head of Customer Support, Xly Studio
The team enjoys using it. It saves considerable time on common questions and the integration options are excellent.
Kilian Leister
Support Head, Didriksons
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