Past Tickets AI Agent for Zendesk

Ingest Past Solved Tickets with AI — Fast, Simple, Customizable

Your ticket history is full of knowledge — but only if you can extract it. Past Tickets AI ingests your solved Zendesk tickets and turns them into clean, reusable AI Solutions your team can use instantly inside the agent workspace.
Whether you want to ingest all past solved tickets or pull a very specific subset using Zendesk’s Search API, the process is simple, flexible, and powerful.

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Ingest tickets in minutes

Choose your plan, import your historical solved tickets, and start generating AI Solutions instantly.

Support for custom queries

Use Zendesk Search API queries to ingest only the tickets that matter.

Build knowledge from real conversations

Every ingested ticket produces a Problem → Solution summary your team can reuse.

Ingest solved tickets to build a rich knowledge base

Your team has already solved hundreds or thousands of customer problems.
But finding those solutions again is difficult — buried inside long threads, signatures, internal notes, and back-and-forth messages.
Past Tickets AI reads your solved Zendesk tickets and creates AI Solutions:
- Clear Problem descriptions
- Clean, step-by-step Solutions
- Linked source tickets for context
- Consolidated Solutions when multiple tickets share the same issue
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This ingestion process forms the foundation of your team’s knowledge base — without writing any documentation manually.

Target exactly the tickets you want using custom queries

Not every ticket should be part of your knowledge base.
That’s why Past Tickets AI supports full custom ticket ingestion using Zendesk’s Search API.
You can ingest tickets based on:
- tags
- date ranges
- subject keywords
- brands
- groups
- channels
- custom fields
- combinations using AND / OR operators

Examples:
- status:solved tags:billing_issue
- solved>2024-01-01 -tags:test
- brand:"US Store" status:closed
- "authentication" group:Technical_Support
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This makes ingestion fully under your control.
Ingest everything, or curate only the highest-value tickets — the choice is yours.

Ingestion is a one-time, plan-based action

Past Tickets AI uses a one-time ingestion model — no recurring or ongoing ingestion.
You simply choose a plan based on how many past solved tickets you want the AI to process.
For example:
- 500 tickets
- 1,000 tickets
- 2,000 tickets
- 3,000+ tickets

Once ingested, those tickets are transformed into AI Solutions your agents can use indefinitely.
If you later want to ingest more of your history, simply upgrade to a higher plan — the new tickets will be added to your knowledge base seamlessly.

Full control over what gets ingested

Use filters or custom queries to target only the right tickets.

Build knowledge from real customer issues

AI Solutions reflect your team's true troubleshooting steps.

Cleaner and faster than manual extraction

No searching, rewriting, or copy-pasting.

Designed for Zendesk admins

Simple onboarding with transparent ingestion options.

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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

Past Tickets AI Agent for Zendesk

Ingest Past Solved Tickets with AI — Fast, Simple, Customizable

6+

5 mins

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Built For Trust.
Designed For Privacy.