Turn your solved tickets into shared knowledge.Empower agents to instantly find solutions from similar past tickets — and automatically grow your knowledge base with every solved ticket.
For any unanswered questions, reach out to our support team via email. We'll respond as soon as possible to assist you.
How does Past Tickets AI work?
Macha AI reads your solved Zendesk tickets 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.
What happens during the free trial?
During the free trial, Macha AI will ingest 50 of your past solved tickets so you can see how they’re converted into Issues, solutions, and article-ready content. If you’d like to experience the full impact, just reply to us — we’ll increase your trial limit to 1,000 tickets at no cost. You can upgrade anytime to ingest more past tickets.
What counts as a “ticket ingestion”?
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.
How does ticket ingestion work?
Past Tickets AI uses a one-time ingestion model. You choose a plan based on how many of your past solved tickets you want the AI to process. Macha AI will then read those solved tickets once and convert them into clean, structured “AI Solutions” — each containing a clear Problem + Solution, along with the source tickets it was derived from. This gives your team an instant knowledge base created directly from your real ticket history. If you want the AI to ingest more of your past tickets later, you can simply upgrade to a higher plan.
Can I increase my ticket limit later?
Yes. You can upgrade to a higher plan anytime to increase your ticket ingestions. Changes take effect immediately.
What if we exceed our ticket limit?
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.
Can I re-ingest older tickets again later?
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.
Does this replace my Zendesk Knowledge Base?
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 will also be able to publish these as Help Center articles with one click (coming soon).
What happens when we uninstall the app?
All AI-generated knowledge documents remain safely accessible in your Macha dashboard for up to 60 days after cancellation.
If you do not reactivate a paid plan within this window, the data will be permanently deleted for security and privacy compliance.
You can reinstall the app anytime before that to resume ingestion and continue using your existing knowledge base without starting over.
“Macha AI has completely changed how we handle international support. Without hiring additional agents, we now provide high-quality responses in Dutch and French. I was so impressed that I shared our experience with Zendesk and their partners — they were equally amazed”
Yasmin John
Head of Customer Support
5+
Languages Served
5 mins
Time Saved Per Ticket
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