Zendesk Apps AI Copilot for Agents
AI Copilot for Agents

AI Copilot for Agents

An AI teammate integrated directly into Zendesk that analyzes support tickets, drafts multilingual replies, and leverages your help center to deliver accurate answers.

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Analyze Ticket

Instant summary, sentiment, key asks and suggested resources. Chat about the ticket to clarify context — no tab-switching.

Analyze Ticket

Draft Answers (Any Language)

Type a few words and get a polished reply in seconds — auto-translated into the customer's language.

Draft Answers (Any Language)

Brand Tone & Style

Set your AI persona once; every reply matches your brand persona and tone consistently.

Brand Tone & Style

What it does.

Everything included with AI Copilot for Agents to help your team work faster.

Ticket Analysis

Instant summaries, sentiment detection, key asks identification, and suggested resources with chat-based clarification.

Multilingual Draft Replies

Type a few words and get a polished reply in seconds — auto-translated into the customer's language.

Brand Tone & Style

Consistent AI persona matching your brand voice across all responses.

Knowledge Source Integration

Connects to Help Center, macros, external websites, Shopify, and Notion.

Quick Refinements

One-click tone and length adjustments — shorter, longer, friendly, or formal.

Zero Setup

Works immediately within Zendesk without complex onboarding.

Analytics & Auto-tagging

Usage tracking, category tagging, and language reporting.

Simple, transparent pricing.

No contracts. No minimum seats. Start with a 7-day free trial — no credit card required.

AI Copilot for Agents

$15 /license/month
  • Unlimited usage per seat
  • Support for 180+ languages
  • AI-powered ticket summaries
  • Reply drafting with minimal input
  • Knowledge base integration
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No credit card required

Use cases.

See how teams use AI Copilot for Agents to work smarter.

Copilot vs Google Translate

Most Zendesk teams start by manually copying ticket text into Google Translate. It works — until ticket volume increases, response times matter, and consistency becomes critical.

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Zendesk AI vs Macha Copilot

Zendesk now offers built-in AI features for automation, macros, and workflows. This page explains the key differences between Zendesk AI and Macha AI Copilot — and when each makes sense for support teams.

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AI Personas & Answer Rules

Define how your AI communicates — with structured personas and clear answer boundaries that keep every response on-brand and policy-safe.

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Ticket Summaries & Analysis

Zendesk tickets often contain long, fragmented conversations. Macha AI Copilot helps agents instantly summarize tickets and analyze conversations so they can understand context, sentiment, and intent without reading every message.

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Brand Tone Control

One of the biggest risks of using AI in customer support is tone drift. Macha AI Copilot gives Zendesk teams explicit control over brand tone, ensuring AI-generated replies sound the way your company intends — every time.

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Frequently asked questions.

Everything you need to know about AI Copilot for Agents.

Macha AI Copilot runs on GPT-5, optimized for Zendesk workflows — fast, accurate, and context-aware.
Yes. Copilot supports full two-way translations — it detects and translates customer messages, and can draft and send replies in the customer's language automatically.
Zendesk Help Center, macros, external websites, Shopify (orders and products), and Notion, with additional sources in development.
Absolutely. Copilot pulls from your Zendesk Help Center, macros, and connected knowledge sources to draft grounded replies.
Yes. Define your preferred tone and style once — every AI-drafted reply stays consistent with your brand voice and guidelines.
It's $15 per license per month — $12 per license per month if you purchase the annual plan. You can buy and assign licenses to any agents you choose — no lock-in or requirement to purchase for all Zendesk seats.
Yes. Track adoption and language usage per agent, with automated tagging for reporting in Zendesk Explore.
Yes — every installation includes a 7-day free trial, no credit card required.

Built 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.

Zendesk
5.0 on Zendesk Marketplace

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

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

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

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

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

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

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

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

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

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

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

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

Kilian Leister

Support Head, Didriksons