Auto Reply AI Agent for Zendesk

Test AI Replies in Zendesk
Before Going Live

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

Start 7-Day Free Trial

Full step-by-step testing

Watch the AI move through every stage before replying.

Safe, no-risk sandbox

Tests never send messages to customers.

Clear approval logic

See why the AI chose its answer — and verify accuracy.

Understand exactly how your AI processes a Zendesk ticket

The testing feature lets you preview the entire decision-making flow of the Auto Reply AI Agent.
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When you run a test, the AI shows each step it takes:
1. Ticket eligibility check
2. Ticket Handling Rules validation
3. Intent identification
4. Draft creation based on your SOPs
5. Final verification for tone, structure, and accuracy
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Nothing is sent to the customer — it’s a complete dry run that gives you confidence before turning on automation.

Ensure your rules and instructions work exactly as expected

Testing helps you confirm whether your setup is correct:
- Are your handling rules excluding the right tickets?
- Is the AI matching the correct intent?
- Are your SOPs producing the right reply structure?
- Does the draft maintain your tone and brand voice?
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You can adjust your rules, polish SOPs, or refine tone settings — then run another test instantly.
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This quick feedback loop makes it easy to fine-tune automation before going live.

Preview drafts, verify logic, and deploy only when ready

Testing is designed to help you build trust in automation.
After reviewing the AI’s draft and verification reasoning, you can:
- Approve the reply
- Make adjustments
- Update your rules or intents
- Re-run the test instantly
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When everything looks good, you can confidently switch to draft mode, then escalate to auto-send for stable L1 categories.
Testing ensures you deploy automation with complete clarity and zero surprises.

Total visibility

See how every decision is made, step by step.

Perfect for fine-tuning

Quickly improve intents, guidelines, and rules.

No-risk environment

Drafts never reach customers during testing.

Faster onboarding

Teams gain confidence before enabling real automation.

Start 7-Day Free Trial

“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

Auto Reply AI Agent for Zendesk

Test AI Replies in Zendesk Before Going Live

6+

5 mins

Built For Trust.Designed For Privacy.

Test AI Replies in Zendesk
Before Going Live

Built For Trust.
Designed For Privacy.