Auto Reply AI Agent for Zendesk

Set Up Intent-Based Ticket Automation
in Zendesk

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

Start 7-Day Free Trial

Define clear categories

Create custom intents for repetitive L1 ticket types like order status, password resets, shipping updates, and more.

Add SOPs & instructions

Give the AI exactly what to say (and what not to say) with structured guidelines for each intent.

Do-not-reply exceptions

Add keywords, phrases, or edge cases that should never trigger automation within that intent.

Tell the AI exactly which Zendesk tickets it should automate

Intents represent the specific ticket categories your AI should handle — things like password resets, account activation, order tracking, or refund timelines.
Each intent includes a detailed description that helps the AI recognize these tickets consistently and route them to the right automation path.

By defining intents, you eliminate guesswork. The AI becomes precise, predictable, and aligned with your internal workflows — responding only to the categories you intentionally design for automation.

Give your AI the exact steps and tone to follow

For every intent, you can add SOPs, templates, tone instructions, and reply structure. These act as a playbook for the AI — telling it how to compose replies, what details to include, and how to phrase them in your brand voice.

You can also define specific phrasing, disclaimers, or structured formats. This ensures that every automated reply mirrors your team's standards — accurate, helpful, and always on-brand.

Prevent automation on edge cases and sensitive scenarios

Even within a ticket category, there are cases you never want the AI to respond to.
That’s where Do-Not-Reply rules come in.

You can add keywords, patterns, or triggers that stop automation for specific scenarios — escalations, unusual refund requests, missing information, or anything requiring human attention.

Combined with your global rules, Do-Not-Reply lists make automation safer and more accurate across all your workflows.

Faster, consistent replies

AI follows the same SOP every time — no variations, no drift.

Reduce agent load

Automate your most repetitive categories, freeing agents for complex cases.

Zero engineering effort

All intent creation happens inside Zendesk, with no code required.

Full transparency

Review every step the AI takes when matching and responding to intents.

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

Set Up Intent-Based Ticket Automation in Zendesk

6+

5 mins

Built For Trust.Designed For Privacy.

Set Up Intent-Based Ticket Automation
in Zendesk

Built For Trust.
Designed For Privacy.