For any unanswered questions, reach out to our support team via email. We'll respond as soon as possible to assist you.
Which AI model powers the Copilot?
Macha AI Copilot runs on GPT-5, optimized for Zendesk workflows—fast, accurate, and context-aware.
Can agents translate both incoming and outgoing messages?
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.
Which knowledge sources are supported?
Connect Zendesk Help Center, macros, external websites, Shopify (orders and products), and Notion—more sources coming soon.
Can it use my Help Center or macros?
Absolutely. Copilot pulls from your Zendesk Help Center, macros, and connected knowledge sources to draft grounded replies. Agents can choose to use a knowledge source while composing responses.
Will replies match our brand tone?
Yes. Define your preferred tone and style once—every AI-drafted reply stays consistent with your brand voice and guidelines.
How does pricing work?
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.
Is there usage tracking or analytics?
Yes. Track usage, adoption, and supported languages per agent. Translated or AI-drafted tickets can also be tagged for reporting in Zendesk Explore.
Is there a free trial?
Yes—every installation includes a 7-day free trial, no credit card required. Need more time? Reach out to us and we’ll gladly extend it.
“We have been using Macha AI and are super satisfied. Accessing the app is super integrated in Zendesk itself and with a few keywords a customer message can be written in no time at all. We had to contact the team with a question and our request was implemented within a few hours”
Johannes Lenz
Customer Support Lead, Sushi Bikes
6+
Languages Served
5 mins
Time Saved Per Ticket
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.
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