Ticket Fields AI Agent by Macha

Automate Ticket Fields in Zendesk with AI

Zendesk tickets rely on accurate fields for routing, reporting, and SLAs.
Manual field entry slows agents down and creates inconsistent data.Ticket Fields AI Agent by Macha fixes this.The AI reads each ticket and fills your configured fields instantly — no manual effort required.
This page explains how AI-powered ticket field automation works in Zendesk.
Start 7-Day Free Trial
Manual entry vs automatic field filling
Zendesk relies on agents to fill fields manually.
Macha fills ticket fields automatically as soon as tickets arrive.
Guesswork vs context-aware AI
Agents often guess field values under time pressure.
Macha reads the ticket content and selects the correct values based on context.
Inconsistent data vs clean reporting
Manual fields lead to messy dashboards.
Macha ensures fields are filled consistently across all tickets.
How ticket fields work in Zendesk today
Zendesk ticket fields are critical for:
➡️ Ticket routing and assignment
➡️ SLA tracking and prioritization
➡️ Views and automation rules
➡️ Zendesk Explore reporting

However, Zendesk depends on agents to:
➡️ Read the ticket
➡️ Interpret the issue
➡️ Manually select field valuesIn fast-moving support environments, this leads to missed fields, inconsistent values, and unreliable data.
Why manual ticket field entry breaks at scale
As ticket volume grows, common problems emerge:

➡️ Agents forget to fill fields
➡️ Field values vary between agents
➡️ Triage becomes slower and inconsistent
➡️ Reports and dashboards lose accuracyZendesk does not natively automate ticket fields based on ticket content.

This creates friction for agents and limits the effectiveness of routing, automation, and analytics.
How Ticket Fields AI by Macha automates the process
Ticket Fields AI Agent by Macha runs automatically on every ticket.It allows teams to:

➡️ Choose which ticket fields should be automated
➡️ Add simple instructions for each field
➡️ Let AI read the ticket and fill fields instantly
➡️ Leave other fields untouched
➡️ Review or edit values at any time

The AI supports dropdowns, text fields, dates, checkboxes, and number fields — all natively inside Zendesk.Macha doesn’t replace Zendesk ticket fields.
It makes them automatic, consistent, and scalable.
Faster triage
Tickets are categorized the moment they arrive.
Cleaner data
Fields are filled consistently across agents.
Less agent effort
No more repetitive field updates.
Better reporting
Accurate fields power reliable Zendesk Explore dashboards.
Start 7-Day Free Trial
Sushi Bikes Logo
“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
Johannes Testimonial Image

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.
GDPR Icon
GDPR Compliant
Fully aligned with global data protection and security standards.
Data Security Icon
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.
Home
Home
All Apps
All Apps
Pricing
Pricing
Blog
Blog
Book A Demo
Book A Demo
Help Center
Home
Privacy Policy
Privacy Policy
Refund Policy
Refund Policy
Terms of Service
Blog
Security
Security
Security
Book A Demo
DPA
Security
Security
Book A Demo
Copyright Macha. All Rights Reserved