Auto Reply AI Agent for Zendesk

Choose the Right AI Reply Mode
in Zendesk

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

Start 7-Day Free Trial

Draft reply modes

Generate safe drafts in the editor or as internal notes before sending.

Auto-send mode

Enable fully automated replies for stable L1 categories.

Stop conditions

Pause automation any time a human steps in or rejects a draft.

Start safely with draft replies before enabling full automation

Draft modes allow the AI to prepare a reply without sending anything automatically.
You can choose between:
- Internal Note Draft: AI writes a suggested reply inside an internal note.
- Editor Draft: AI inserts a ready-to-send reply directly into the Zendesk editor.

Both options allow agents to review, edit, and approve replies before sending.
This is the safest way to begin automation, ensuring your team stays in full control.

Automate replies end-to-end for stable L1 ticket categories

When you're confident that your intents, rules, and SOPs are accurate, you can enable Auto-Send mode.
In this mode, the AI drafts and sends the response instantly — without agent intervention.

Auto-Send is ideal for predictable L1 issue types such as:
- Password reset instructions
- Order status updates
- Verification steps
- Basic troubleshooting flows
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You remain fully in control by reviewing automation analytics and adjusting rules anytime.

Let humans step in anytime with built-in stop conditions

Stop conditions make sure the AI never interferes when human judgment is needed.

You can configure the system to stop automation when:
- An agent replies manually
- A previous AI draft is rejected
- A ticket enters a state requiring human approval
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Additionally, you can choose whether the AI handles only the first reply, or every reply in a conversation.
This gives you flexibility for different workflows — automated triage, onboarding journeys, or fully managed ticket flows.

Safer automation defaults

Start with drafts and scale to auto-send only when ready.

Flexible workflows

Choose reply-by-reply automation or full-thread handling.

Human-first controls

Stop conditions ensure agents always have the final say.

Predictable behavior

Rules, intents, and reply modes work together to create consistent automation.

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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

Auto Reply AI Agent for Zendesk

Choose the Right AI Reply Mode in Zendesk

6+

5 mins

Built For Trust.Designed For Privacy.

Choose the Right AI Reply Mode
in Zendesk

Built For Trust.
Designed For Privacy.