Past Tickets AI Agent for Zendesk

Past Tickets AI vs Other Zendesk AI Tools

Zendesk offers many AI tools — intent detection, macros, bots, search assistants, and productivity features.
But none of them focus on the most valuable asset support teams already have: their solved tickets.
‍Past Tickets AI is built to extract real knowledge from your ticket history and turn it into reusable AI Solutions your agents can use instantly inside Zendesk.

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Built for knowledge reuse, not automation

Most AI tools help automate workflows. Past Tickets AI helps your team reuse past knowledge.

AI Solutions extracted from real tickets

Clean Problem → Solution summaries based on how your team actually solved issues.

Full transparency

Every Solution includes the original source tickets — something most AI assistants don’t provide.

Zendesk AI tools automate workflows. Past Tickets AI improves answers

Zendesk’s native AI is powerful for routing, intent detection, and macro suggestions.
But when it comes to leveraging your own ticket history as a knowledge base?
There’s a gap.
Most AI tools:
- don’t extract solutions from past tickets
- don’t create reusable knowledge documents
- don’t consolidate similar issues
- don’t show source ticket references
- don’t provide Problem → Solution summaries
‍
Past Tickets AI fills this exact gap.
It transforms your solved tickets into structured AI Solutions and surfaces them where agents work — helping them respond faster, more accurately, and more consistently.

Why AI Solutions are more powerful than keyword search or macros

Macros help when you already know the solution.
Search helps if you know the right keywords.
But neither helps agents when they’re unsure whether the team has solved this before.
AI Solutions solve this problem:
- They don’t depend on keywords
- They consolidate multiple solved tickets into one clean Solution
- They surface automatically based on semantic similarity
- They include real troubleshooting steps extracted from multiple past tickets

No pre-tagging.
No manual setup.
No maintaining macro libraries.
Your ticket history becomes the knowledge base — automatically.

Built for teams that want a true shared memory

Other AI tools focus on automation or deflection.
Past Tickets AI focuses on shared knowledge — giving your team a living memory of every solved issue.
This makes a meaningful difference for:
- fast-growing teams
- teams with complex technical issues
- teams with large ticket volumes
- teams doing repeated troubleshooting
- teams that struggle to keep documentation updated
‍
If your team frequently asks, “Have we solved this before?” — this is the AI tool designed for you.

Knowledge powered by your solved tickets

Not generic AI — your real solutions.

More accurate than keyword-based tools

AI understands meaning, not just phrasing.

Cleaner than manual documentation

Solutions extracted directly from real conversations.

Native to Zendesk

Agents see relevant Solutions instantly inside the sidebar.

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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

Past Tickets AI vs Other Zendesk AI Tools

6+

5 mins

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Built For Trust.
Designed For Privacy.