Zendesk Apps Auto Reply AI Agent
Auto Reply AI Agent

Auto Reply AI Agent

Automates repetitive, level-one support tickets by allowing configuration of ticket intents with answer instructions, enabling AI-powered responses aligned with company policies.

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Intent-Based Automation

Define categories with intent descriptions, SOPs, and do-not-reply rules; AI handles only as per your rules.

Intent-Based Automation

Ticket Handling Rules

Create global allow/deny filters with keywords, tags, priority, escalation, channels. Only tickets that pass all your criteria get processed.

Ticket Handling Rules

Response Modes & Safety

Choose draft-as-note, draft-to-editor, or auto-send; handle first or all replies; stop on agent reply or rejection.

Response Modes & Safety

What it does.

Everything included with Auto Reply AI Agent to help your team work faster.

Intent-Based Automation

Define categories with intent descriptions, standard operating procedures, and exclusion rules. AI processes only tickets matching configured parameters.

Ticket Handling Rules

Global allow/deny filters using keywords, tags, priority levels, escalation status, and communication channels.

Response Modes & Safety

Three options: draft-as-note, draft-to-editor, or auto-send. Automatic stopping on agent intervention or draft rejection.

Brand Tone & Guidelines

Set persona, tone, and answer rules. Ensures responses maintain brand consistency and policy compliance.

Send-As & Tagging

Select sender account for automated replies. Customize tags for reporting and workflow integration.

Test Capability

Dry-run configuration on any ticket. Reviews eligibility, rules, intent matching, drafting, and verification before activation.

Analytics & Audit Trail

Track automation rate, coverage by category, language support, and time savings. Review detailed logs of executed automations.

Simple, transparent pricing.

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

Starter

500 replies

$99 /month

billed monthly

  • Intent-based categories and SOPs
  • Global allow/deny handling rules
  • Response modes and safety controls
  • Brand tone and guidelines
  • Testing, analytics, and audit trail
Start 7-Day Free Trial

No credit card required

Most Popular

Professional

1,500 replies

$249 /month

billed monthly

  • Intent-based categories and SOPs
  • Global allow/deny handling rules
  • Response modes and safety controls
  • Brand tone and guidelines
  • Testing, analytics, and audit trail
Start 7-Day Free Trial

No credit card required

Business

3,000 replies

$499 /month

billed monthly

  • Intent-based categories and SOPs
  • Global allow/deny handling rules
  • Response modes and safety controls
  • Brand tone and guidelines
  • Testing, analytics, and audit trail
Start 7-Day Free Trial

No credit card required

Enterprise

Custom volume

Custom

tailored to your needs

  • Everything in previous tiers
  • Custom volume limits
  • Dedicated support
Book a Demo

Talk to our team

Use cases.

See how teams use Auto Reply AI Agent to work smarter.

AI Handling Rules

Control exactly which tickets your AI should reply to — and which ones it must skip. Build safe, predictable automation with clear rules, filters, and guardrails.

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Intent-Based Automation

Teach your AI how to identify and respond to repetitive tickets using intent descriptions, SOPs, and structured guidelines — safely and accurately.

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AI Reply Modes

Control how your AI responds: drafts, internal notes, or auto-send. Add stop conditions and reply-scoping to keep automation predictable and safe.

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Test AI Replies

See every step your AI takes — eligibility, rules, intent detection, draft creation, and verification. Test safely on any ticket before enabling automation.

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AI Brand Tone Control

Control your AI's voice, style, clarity, and personality. Set tone, persona, and guidelines so every automated reply sounds exactly like your team.

Learn more

Frequently asked questions.

Everything you need to know about Auto Reply AI Agent.

It automates repetitive / L1 Zendesk tickets. You define categories (intents), rules, and answer guidelines; the AI drafts or sends replies in your brand voice.
Usage-based. Plans start at $15 for 100 replies, with tiers up to 1000 replies ($150). No per-seat fees.
No. Pricing is by reply volume, not seats.
An AI-generated customer reply on an eligible ticket — either auto-sent or inserted as a draft for an agent to send.
Yes. Use Ticket Handling Rules to define allow/deny patterns (keywords, tags, priority, escalation, or channels).
Yes — set Do-Not-Reply rules inside each intent (e.g., VIP, legal, billing disputes) so those are always human-handled.
Choose from draft as internal note, draft to editor, or auto-respond to customer. Start safely in draft mode before enabling auto-send.
You choose. Limit automation to the first customer reply or allow the agent to handle all replies for that intent.
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.
Yes. Run a no-risk test on any ticket inside Zendesk via our sidebar app.
Yes. Set persona, tone, and answer guidelines (do's & don'ts). Replies stay on-brand and policy-safe.
You control the Send-As account. You can also customize tags for clean reporting and workflows.
Yes. We offer assisted onboarding — from intent setup and rules to response modes and testing — at no extra cost.
View automation rate, intents covered, and time saved. Use logs to see exactly what ran and why.
No. It works inside Zendesk with admin-level configuration — no code required.
Absolutely. Begin with a low tier (e.g., 100 replies / $15) and move up as you expand automation.

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