The app reads every new Zendesk ticket and automatically fills your selected ticket fields — such as dropdowns, text fields, dates, checkboxes, and number fields — based on the ticket content and your field instructions.

Yes. You can set custom instructions for every field. The AI will follow your rules exactly, or you can let it determine the best value based on the ticket context.

No. The app only fills fields that are empty. If an agent has already entered a value, it will never overwrite it.

Ticket Fields AI works natively with:
• Dropdown fields•
Text fields
• Multiline fields
• Date fields
• Checkbox fields
• Number fields

Yes — positively. Consistent, accurate field values improve automation rules, views, SLAs, routing, tags, and reporting across Zendesk.

Absolutely. Fields remain fully editable. The app’s goal is to save time, not restrict workflows.

No. The AI only reads the necessary content briefly to fill the fields.We do not store full ticket messages, customer data, or raw content.
Only the AI-generated outputs (the filled field values) are stored — encrypted.

No. Any personally identifiable information (PII) is automatically redacted before anything is processed or saved.

Instantly. As soon as a ticket arrives, the fields are filled in the background so agents see the values the moment they open the ticket.

Yes — as long as your plan supports ticket field configuration and apps, Ticket Fields AI works out of the box.

Usually under 5 minutes.
Choose the fields you want automated, add optional instructions, and you’re live.

Yes — a 100 tickets free trial with no credit card required. Existing Macha customers can request an extended trial.