Past Tickets AI Agent for Zendesk

Turn Solved Tickets Into a
Living Knowledge Base

Your solved tickets are full of valuable documentation — step-by-step fixes, troubleshooting notes, and clear explanations your team could reuse.
Past Tickets AI turns your solved tickets into clean, reusable AI Solutions so your team can instantly access what they’ve already solved.

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AI Solutions created from real tickets

The AI reads your solved tickets and extracts a clean Problem + Solution — removing all the noise.

Group similar tickets into one Solution

If you've solved the same problem many times, the AI consolidates them into a single reusable Solution.

Shared knowledge for your whole team

Agents can instantly reuse proven answers directly from the Zendesk sidebar.

Your solved tickets contain knowledge. You just can’t see it yet.

Most support teams solve the same kinds of problems repeatedly.
But those answers get trapped inside Zendesk tickets — scattered across hundreds of conversations.
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Past Tickets AI unlocks that hidden knowledge by transforming every solved ticket into a structured, reusable AI Solution:
- Problem (cleanly summarized)
- Solution (step-by-step fix)
- Source tickets linked for full context
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No more scrolling through long ticket histories.
No more asking colleagues how something was fixed last month.
No more rewriting the same explanations.
Your team’s knowledge becomes visible, organized, and instantly usable.

AI Solutions group similar problems automatically

Support teams often solve the same issue dozens of times in slightly different ways.
Past Tickets AI identifies similar tickets and groups them into a single consolidated AI Solution.
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This means:
- One clear Problem summary instead of 15 variations
- One consolidated Solution with the best, most accurate steps
- All source tickets still visible for transparency
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When new solved tickets arrive, the AI updates the existing Solution — keeping knowledge fresh, accurate, and aligned with how your team solves problems today.
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This eliminates duplication, improves consistency, and speeds up onboarding for new agents.

Agents reuse Solutions instantly inside Zendesk

Knowledge is only useful if agents can access it quickly.
Inside Zendesk, agents see the top 5 relevant AI Solutions the moment they open a ticket:
- Problem → Solution summary
- Relevance score
- Linked source tickets for validation
- One-click preview for full context
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Agents can also run powerful semantic search to find any Solution created from past tickets.
This reduces handling time, improves accuracy, and ensures every customer gets a consistent, high-quality answer — not just the answer the agent happens to remember.

Built from your real ticket history

Knowledge isn’t generic — it comes from the exact problems your customers faced.

Always structured and clean

AI Solutions remove noise and turn messy tickets into reliable knowledge.

Faster onboarding

New agents instantly learn how the team solved real issues in the past.

Zendesk-native workflow

Agents get Solutions right where they work — no switching tools.

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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

Turn Solved Tickets Into a Living Knowledge Base

6+

5 mins

Built For Trust.Designed For Privacy.

Turn Solved Tickets Into a
Living Knowledge Base

Built For Trust.
Designed For Privacy.