AI Copilot for Zendesk by Macha

AI Ticket Summaries & Analysis for Zendesk

Zendesk tickets often contain long, fragmented conversations spread across multiple replies, agents, and channels.
Macha AI Copilot helps agents instantly summarize tickets and analyze conversations so they can understand context, sentiment, and intent without reading every message.
This reduces handling time, improves handovers, and helps agents respond with confidence.

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Instant ticket summaries

Get a clear overview of the entire conversation in seconds.

Context and sentiment analysis

Understand what the customer is asking and how they feel.

Zendesk-native insights

Summaries and analysis appear directly inside the ticket.

Summaries and analysis appear directly inside the ticket.

Support agents regularly deal with tickets that include:
- Dozens of replies across multiple days
- Handovers between agents or teams
- Escalations and internal notes
- Conversations spanning chat, email, and messaging

Manually reading and reconstructing context wastes time and increases the risk of missing critical details.
AI-powered summaries allow agents to understand the full picture instantly — without scanning every message.

More than just a summary

Macha AI Copilot doesn’t just shorten conversations. It analyzes tickets to surface what matters most.
The analysis includes:
- Key customer issues and requests
- Important actions already taken
- Open questions or unresolved points
- Customer sentiment and urgency
- Relevant context from earlier messages
This helps agents respond accurately, even when they’re seeing a ticket for the first time.

Designed for real support workflows

Ticket summaries and analysis are especially useful for:
- Shift changes and agent handovers
- Escalations to senior support
- Managers reviewing complex cases
- New agents picking up existing tickets
Instead of starting from scratch, agents can quickly understand the situation and take the right next step.

Instant clarity

Understand long Zendesk tickets without reading every message.

Context-aware analysis

See key issues, actions, and sentiment at a glance.

Faster handovers

Reduce time lost when tickets change hands.

Consistent understanding

Every agent sees the same summarized context.

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“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

6+

Languages Served

5 mins

Time Saved Per Ticket

AI Copilot for Zendesk by Macha

AI Ticket Summaries & Analysis for Zendesk

6+

5 mins

Built For Trust.Designed For Privacy.

Built For Trust.
Designed For Privacy.