Auto Reply AI Agent for Zendesk

Safely Automate Zendesk Replies
with 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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Allow & deny rules

Create global rules using keywords, tags, channels, or priorities to automatically exclude escalations, VIPs, legal, or sensitive tickets.

Intent-level control

Define categories for L1 tickets and attach SOPs, do-not-reply lists, and behaviour rules for each intent.

Safe automation modes

Run in draft, internal note, or auto-send mode — and add stop conditions to pause automation when humans step in.

Build safe and predictable automation with global handling rules

Before the AI drafts anything, every ticket first passes through your global Ticket Handling Rules.
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These rules act as your safety layer — ensuring the AI never touches the wrong tickets. Whether the issue is related to VIP customers, legal concerns, escalations, refunds, or other sensitive workflows, one matching rule will prevent automation instantly.

You can build rules using:
- Keywords (e.g., “legal”, “escalated”, “damaged product”)
- Tags (vip_customer, urgent, etc.)
- Channels (email, webform, messaging)
- Priority or statusIf a ticket matches any rule, the AI stops — no drafts, no auto-replies, no risk.
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This makes automation safe from day one.

Define exactly which ticket categories the AI should automate

Once tickets pass your global rules, the Auto Reply AI Agent uses your intent definitions to decide what it should automate. Each intent represents a specific ticket category — like password resets, order status, or account activation — with clear instructions that guide the AI.

For every intent, you can define:
- A description of the category
- SOPs or reply guidelines
- Reply structure or templates
- A Do-Not-Reply list for special exceptions

Together, global rules + intent rules give you precision and eliminate unwanted automation.
Your AI handles only the tickets you’ve intentionally designed for L1 automation.

Choose draft mode, auto-send, first replies, or stop conditions

You stay in full control of how automation behaves. Choose whether replies are:
- Added as internal notes
- Inserted as editable drafts in the editor
- Auto-sent to customers

You can also limit automation to only the first reply or allow it to handle all replies, depending on your workflow. Built-in stop conditions ensure that automation pauses immediately if a human replies or if a previous AI draft was rejected.These layers ensure your AI behaves predictably — following your processes, tone, and safety rules every time.

Context-aware filtering

Rules apply before automation begins — ensuring high-risk tickets never receive automated replies.

Zero setup complexity

Create and adjust rules inside Zendesk with no engineering effort.

Agent-friendly controls

Reply modes, stop conditions, and per-intent settings give teams flexibility and safety.

Analytics & oversight

View how rules impacted automation, track skipped tickets, and refine filters over time.

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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

Safely Automate Zendesk Replies with AI Handling Rules

6+

5 mins

Built For Trust.Designed For Privacy.

Safely Automate Zendesk Replies
with AI Handling Rules

Built For Trust.
Designed For Privacy.