Past Tickets AI Agent for Zendesk

Native Zendesk Integration — Works Seamlessly Inside Your Agent Workspace

Most AI tools force agents to switch tabs, search multiple systems, or copy-paste past answers.
Past Tickets AI works directly inside Zendesk, surfacing the best AI Solutions from your solved tickets exactly when agents need them.No switching tools. No breaking workflows. Just instant answers where support teams spend their time.

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Appears right in the Zendesk sidebar

Agents get relevant AI Solutions inside every ticket — no context switching.

Fast, native search experience

Search across all AI Solutions created from past tickets without leaving Zendesk.

Works across all Zendesk ticket types

Email, chat, social, webform — the AI extracts knowledge from every solved ticket.

Designed for the Zendesk agent experience

Support teams rely on speed and flow — switching between tools slows everything down.
Past Tickets AI is fully embedded inside Zendesk’s agent workspace, allowing agents to:
- view relevant AI Solutions instantly
- preview Problem → Solution summaries
- click into original source tickets
- reuse proven answers without copy-pasting
- stay in the same interface they’re already comfortable with
This keeps agents focused and significantly reduces handle time.
No browser juggling. No external tools. No disruption.

Smart suggestions when a ticket opens

The moment a ticket loads, the app analyzes the content and displays the top 5 most relevant AI Solutions, ranked by semantic match.
Agents see:
- a short Problem summary
- a complete Solution
- relevant match score
- a list of all source tickets behind the Solution
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Whether the issue is technical, billing-related, or workflow-specific, Zendesk agents get immediate access to real answers your team has used before.
No manual searching required.

Powerful semantic search without leaving Zendesk

Not every match can be predicted automatically — sometimes agents need to look up something specific.
Past Tickets AI includes a built-in semantic search bar within the Zendesk sidebar:
- search by description
- search by symptoms
- search by keywords or phrases
- search even if wording differs
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The AI understands meaning, not just keywords — making search much more accurate than Zendesk’s native ticket lookup.
Agents find the right AI Solution in seconds, reducing time to resolution and improving consistency across the team.

Zendesk-native workflow

Works inside the agent panel — no tab switching.

Top 5 Solutions instantly suggested

AI surfaces the most relevant past answers automatically.

Full transparency

Every AI Solution includes source ticket references.

Faster, more accurate responses

Agents reuse reliable, proven solutions from real tickets.

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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

Native Zendesk Integration — Works Seamlessly Inside Your Agent Workspace

6+

5 mins

Built For Trust.Designed For Privacy.

Built For Trust.
Designed For Privacy.