Macha AI reads your solved Zendesk tickets — both historic and ongoing — and extracts the problem and solution from each. It then turns them into structured knowledge documents that your team can instantly search and reuse inside Zendesk.

During the free trial, Macha AI will automatically ingest up to 1,000 of your past solved tickets (Zendesk’s API limit). You’ll see how it transforms them into issues, solutions, and article-ready content.

Upgrade anytime to process more past tickets or start ingesting new solved tickets automatically.

Each solved ticket that Macha AI reads counts as one ticket ingestion.
Tickets that contain multiple responses, attachments, or follow-ups are still counted as a single ticket.

Past ticket ingestion happens once — usually when you first install the app or when you upgrade your plan. Macha AI reads and converts your historical solved tickets into knowledge documents, up to the limit defined in your plan.

For example, if you’re on the 1,000-ticket plan, you can ingest up to 3,000 past solved tickets (a 3× ratio). See available plans for exact limits.

‍Ongoing ticket ingestion happens automatically every month as your team continues to solve tickets. This keeps your knowledge base continuously growing and up to date.

When choosing a plan, match it to your team’s monthly ticket volume.
If you usually solve around 900 tickets/month, the 1,000-ticket plan is right for you.
If you handle closer to 1,500–2,000 tickets/month, the 2,000-ticket plan ensures smoother coverage.

Yes. You can upgrade to a higher plan anytime to increase both your monthly ticket ingestions and your one-time past ticket ingestion limit. Changes take effect immediately.

If Macha detects more solved tickets than your plan allows, it will pause new ingestions until the next billing cycle or your plan upgrade. You’ll always retain access to the knowledge you’ve already built.

Yes. When you upgrade your plan, Macha can help you re-ingest additional historic tickets beyond your previous limit to capture older data or missed periods.

No — it complements it. Past Tickets AI helps you build and enrich your knowledge base faster by generating new issues and solutions directly from real tickets. You can also publish these as Help Center articles with one click.