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.

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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 AI automates fields in Zendesk

Ticket Fields AI Agent by Macha runs automatically when a new ticket arrives.Once installed, admins choose which ticket fields should be handled by AI. For each field, the AI reads the ticket message, understands the context, and fills the field instantly — before an agent takes action.This happens entirely in the background and only applies to the fields you’ve configured.

Configuring which fields the AI should fill

Ticket Fields AI is fully admin-controlled.Admins explicitly select the ticket fields they want the AI to manage. Each field operates independently, so you can automate only what makes sense for your workflow.You can start with a single field or scale up gradually — without impacting existing processes or agent behavior.Fields that aren’t selected are never touched.
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How AI fills ticket fields instantly and accurately

After reading the ticket, the AI applies the configured logic to each field.It identifies issue type, affected area, urgency, dates, or other signals directly from the ticket content and fills the correct values automatically.Agents can see the updated fields immediately when they open the ticket and can adjust values at any time if needed.The AI never locks fields or overrides agent decisions.
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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.

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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

Ticket Fields AI Agent by Macha

Automate Ticket Fields in Zendesk with AI

6+

5 mins

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Designed For Privacy.