Past Tickets Search AI
for Zendesk

Search your past Zendesk tickets with ease.
‍Enable agents to instantly find similar solved tickets, search past tickets, and resolve recurring issues faster — without leaving Zendesk.
Start 7-Day Free Trial
Instant results from past tickets
When a new ticket comes in, agents can instantly find similar solved tickets from your history — without switching tabs or leaving Zendesk.
Easily search your past tickets
All indexed past tickets are searchable in one place. Agents can search by keywords or context and quickly review relevant past conversations.
Preview & summarize tickets
Agents can preview matching tickets and generate short summaries to quickly understand how an issue was handled before — saving time and effort.
Shared team reference
Past tickets solved by one agent are easy for the whole team to find later — no need to dig through old threads or ask teammates.
Consistent answers
Agents can see how similar issues were handled before, helping teams stay aligned and respond more consistently across tickets.
Always accessible
Your past ticket history is searchable whenever agents need it — no outdated docs or forgotten fixes buried in old conversations.
Faster agent onboarding
New agents can search real past tickets to understand common issues and proven resolutions — reducing ramp-up time from day one.
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Fair Pricing

Start 7 Day Free Trial.
No contracts. No minimum seats.
Monthly
Annual
Save 20%
Past Tickets Search AI - Business Plan (Monthly)
$ 99.00 
Search your past tickets and find similar ones instantly
Search Past Zendesk Tickets
Historic Ticket Ingestion
Side-bar App for Agents
In-Zendesk Ticket Search
Preview & Summarize Past Tickets
Start 7-Day Free Trial
No credit card required
Past Tickets Search AI - Business Plan (Annual)
$ 79.00 
Search your past tickets and find similar ones instantly
Search Past Zendesk Tickets
Historic Ticket Ingestion
Side-bar App for Agents
In-Zendesk Ticket Search
Preview & Summarize Past Tickets
Start 7-Day Free Trial
No credit card required
FAQ

Frequently Asked Questions

For any unanswered questions, reach out to our support team via email. We'll respond as soon as possible to assist you.
What does Past Tickets Search AI do?
Past Tickets Search AI lets your team search through past solved Zendesk tickets to find similar issues, review how they were handled, and reuse proven resolutions — directly inside Zendesk.
How is this different from Zendesk’s native search?
Zendesk’s native search relies heavily on keywords, tags, and filters.
Past Tickets Search AI is built specifically for agents to find similar past tickets quickly, with better relevance, previews, and optional summaries — without complex filtering.
What tickets are included in search?
The app searches through the past tickets you choose to index.
Trial users get an initial set of past solved tickets indexed automatically. Paid plans allow you to add and store more past tickets based on your plan limits.
How can I add more past tickets?
Once upgraded, you can add past tickets using:
- Zendesk search queries or
- Date ranges (for example, all solved tickets from a specific period)

This gives you full control over what gets indexed.
Can agents search manually or only find similar tickets?
Both.
Agents can:
- Click to find similar past tickets based on the current ticket
- Enter their own search queries to look up specific issues or keywords
Is customer data secure?
Yes.
We follow strict security practices including encryption and PII redaction. Only the data required to enable search is processed.
You can review our security and privacy policies on getmacha.com.
Who is this app best suited for?
This app is ideal for teams that:
- Handle recurring or similar support issues
- Want a faster way to find past solutions
- Prefer simple, focused tools over complex systems
- Want to help agents work faster without changing existing workflows
How does pricing work?
Pricing is based on how many past tickets you want stored and searchable in your ticket database.
‍
- Starter – $99/month: Store and search up to 30,000 past tickets
- Professional – $199/month: Store and search up to 60,000 past tickets

‍Your ticket limit refers to the total number of past tickets stored in the search database, not monthly usage.
What if we need more than 60,000 tickets?
If you need to store and search more than 60,000 past tickets, you’ll need an Enterprise plan.

Enterprise plans are custom-priced based on:
- The number of tickets you want to store
- Your support volume and requirements

Just reach out to our team, and we’ll help set up a plan that fits your needs.
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“Macha AI has completely changed how we handle international support. Without hiring additional agents, we now provide high-quality responses in Dutch and French. I was so impressed that I shared our experience with Zendesk and their partners — they were equally amazed”
Yasmin John
Head of Customer Support

5+

Languages Served

5 mins

Time Saved Per Ticket
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Built For Trust.
Designed For Privacy.

Your data is safe with Macha AI. We meet the highest security standards so you can focus on support without compromise.
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GDPR Compliant
Fully aligned with global data protection and security standards.
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Zero Data Retention Policy
We never store customer information or your customer conversations.
Macha AI is a toolkit of Zendesk-native apps that help support teams work faster and smarter. We bring reliable, easy-to-use AI directly into your Zendesk workspace.
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