Past Tickets AI Agent for Zendesk

Auto-Generate Help Center Articles
from Past Tickets

Great documentation starts with real customer problems — but most teams don’t have time to turn solved tickets into articles.
‍Past Tickets AI does it automatically.
From every solved ticket, it creates a clear AI Solution (Problem → Solution) that can be turned into a draft Help Center article in seconds.

Start 7-Day Free Trial

Convert tickets to articles in one click

Generate clean, structured Help Center articles directly from AI Solutions.

Built from real customer issues

Articles reflect how your team actually solved the problem — not assumptions.

Improve documentation quality at scale

Create more accurate, useful articles without adding workload to your team.

Documentation already exists in your tickets

Every solved ticket contains knowledge: troubleshooting steps, explanations, edge cases, clarifications, screenshots, and workflows.
But this knowledge remains locked inside conversation threads.
That's why Help Centers often fall out of date — the answers live in Zendesk, not in your documentation.
‍
Past Tickets AI solves this by transforming solved tickets into structured AI Solutions, which become the perfect foundation for Help Center articles:
- Clear Problem summary
- Clean, step-by-step Solution
- Linked source tickets for validation
- Consistent formatting
You already wrote your documentation — Past Tickets AI simply extracts it.

Turn AI Solutions into publish-ready articles

From each AI Solution, Past Tickets AI can generate a Help Center article draft with:
- A polished Problem description
- A complete Solution section
- Optional troubleshooting notes
- Optional examples or steps extracted from similar tickets
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No rewriting needed. No copy-paste from long ticket threads. No backtracking to check context.
Your team gets high-quality documentation built from actual customer issues and proven solutions.
Support managers can review, refine, and publish — accelerating documentation by 10×.

Keep your Help Center updated effortlessly

Zendesk’s native search helps, but it’s limited. It relies heavily on keywords, exact phrasing, and doesn’t understand context.
Past Tickets AI uses semantic search — meaning it understands what the question is about, even if the wording is different.
‍
Agents can search:
- “API authentication issue”
- “token expired”
- “login error”
…and still find the right AI Solution because the underlying concepts match, not the keywords.
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They get:
- Clean Problem → Solution summaries
- Relevance-ranked results
- Linked source tickets for transparency
This lets agents solve unfamiliar tickets with confidence — especially new hires who don’t know your ticket history yet.

Instant answers inside Zendesk

Solutions appear automatically when a ticket opens.

Fewer repeated questions

Agents reuse solutions instead of rewriting the same reply.

Accuracy improves over time

As more tickets are analyzed, AI Solutions get richer and more complete.

Faster agent training

New hires learn from real solved tickets, not guesswork.

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

Past Tickets AI Agent for Zendesk

Auto-Generate Help Center Articles from Past Tickets

6+

5 mins

Built For Trust.Designed For Privacy.

Auto-Generate Help Center Articles
from Past Tickets

Built For Trust.
Designed For Privacy.