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What does the Auto Reply AI Agent actually do?
It automates repetitive / L1 Zendesk tickets. You define categories (intents), rules, and answer guidelines; the AI drafts or sends replies in your brand voice.
How is pricing structured?
Usage-based. Plans start at $15 for 100 replies, with tiers at 100, 200 … up to 1000 replies ($150). No per-seat fees.
Do I have to buy licenses for every Zendesk agent?
No. Pricing is by reply volume, not seats. Choose who can trigger automation; scale plans as usage grows.
What counts as a “reply”?
An AI-generated customer reply on an eligible ticket—either auto-sent or inserted as a draft for an agent to send.
Can I control which tickets the AI handles?
Yes. Use Ticket Handling Rules to define allow/deny patterns (keywords, tags, priority, escalation, or channels). Matches are excluded from automation.
Can I prevent the AI from replying to certain ticket types?
Yes—set Do-Not-Reply rules inside each intent (e.g., VIP, legal, billing disputes) so those are always human-handled.
How do response modes work?
Choose per intent: -Draft as internal note - Draft to editor - Auto-respond to customer Start safely in draft; move to auto-send when you’re confident.
Does it reply only to the first customer message, or all messages?
You choose. Limit automation to the first customer reply or allow the agent to handle all replies for that intent.
What stops the AI mid-ticket?
Built-in Stop Conditions: if a human agent replies or a previous AI draft was rejected, the AI won’t handle new comments on that ticket.
Can I test before going live?
Yes. Run a no-risk test on any ticket inside Zendesk via our sidebar app. You’ll see every step—eligibility, rules, intent, draft, verification—before enabling automation.
Does it reply only to the first customer message, or all messages?
You choose. Limit automation to the first customer reply or allow the agent to handle all replies for that intent.
Can I make the AI match our brand voice?
Yes. Set persona, tone, and answer guidelines (do’s & don’ts). Replies stay on-brand and policy-safe.
Which agent account sends the reply?
You control the Send-As account. You can also customize tags for clean reporting and workflows.
Do you provide onboarding help?
Yes. We offer assisted onboarding—from intent setup and rules to response modes and testing—at no extra cost.
What analytics are available?
View automation rate, intents covered, and time saved. Use logs to see exactly what ran and why.
Do I need engineering help to set this up?
No. It works inside Zendesk with admin-level configuration—no code required.
Can I start small and scale up?
Absolutely. Begin with a low tier (e.g., 100 replies / $15) and move up as you expand automation across more categories and intents.
“Macha AI has completely changed how we handle international support. Without hiring additional agents, we now provide high-quality responses in Dutch and French. I was so impressed that I shared our experience with Zendesk and their partners — they were equally amazed”
Yasmin John
Head of Customer Support
5+
Languages Served
5 mins
Time Saved Per Ticket
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