Past Tickets AI Agent for Zendesk

Use Past Tickets to Power Faster,
More Accurate Support

Your agents have solved thousands of problems before — but those answers are buried inside Zendesk ticket threads.
Past Tickets AI changes that.
It reads your solved tickets, turns them into reusable AI Solutions, and surfaces the right one instantly inside Zendesk — helping agents respond faster and with greater accuracy.

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Instant access to past Solutions

Agents see the top 5 most relevant AI Solutions the moment they open a ticket.

Semantic search for past fixes

Search across all past AI Solutions — not just subject lines or ticket IDs.

Consistent, accurate responses

Agents reuse the exact steps that worked before, ensuring reliable support quality.

Support becomes faster when past answers are easy to find

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.
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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
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This lets agents solve unfamiliar tickets with confidence — especially new hires who don’t know your ticket history yet.

Reuse proven solutions for consistent customer experiences

Customer support quality varies when agents rely on memory or personal notes.
With Past Tickets AI, consistency becomes automatic.
Every time a problem is solved once, the entire team gains access to a reliable, repeatable Solution.
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This means:
- Fewer escalations
- Fewer mistakes
- Faster resolutions
- More consistent tone and steps
- Better onboarding for new agents
Instead of reinventing the wheel, agents use the best version of your past answers — every single time.

Search across your entire ticket history, not just subjects

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.
‍
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

Use Past Tickets to Power Faster, More Accurate Support

6+

5 mins

Built For Trust.Designed For Privacy.

Use Past Tickets to Power Faster,
More Accurate Support

Built For Trust.
Designed For Privacy.