Ticket Fields AI Agent by Macha

Custom Rules for Ticket Fields in Zendesk

Zendesk ticket fields are only as good as the rules behind them.
Unclear or inconsistently applied rules lead to poor data quality.Ticket Fields AI Agent by Macha applies clear, field-level instructions automatically.
The AI reads each ticket and fills fields based on your rules — no agent memory required.
This page explains how AI makes ticket field rules consistent and scalable in Zendesk.

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Agent memory vs rule-based automation

Agents rely on judgment and memory.
Macha follows clear, predefined rules for every field.

One-size-fits-all vs per-field logic

Zendesk applies limited global rules.
Macha lets you define unique instructions for each ticket field.

Manual enforcement vs automatic consistency

Rules are often forgotten under pressure.
Macha enforces them automatically on every ticket.

Define custom instructions for every ticket field

Ticket Fields AI by Macha lets admins define clear, field-level instructions for how ticket fields should be filled.Instead of relying on agent judgment, each ticket field can have its own guidance — telling the AI exactly what to look for in the ticket and how to fill that field.Instructions can be simple or detailed, depending on the field.

Examples of what admins can control:
- Which keywords or phrases to look for
- How to choose between dropdown options
- When a field should be left blank
- How to handle ambiguous ticketsEach field follows its own instructions independently.

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Full admin control with field-by-field logic

Ticket Fields AI is designed to be explicit and predictable.
Admins decide:
- Which ticket fields are AI-managed
- What rules apply to each field
- How strict or flexible the AI should be
- There is no global “one-rule-fits-all” behavior.

You can automate:
- Just one critical field
- A small set of high-impact fields
- Or multiple fields across the ticket
- And update instructions anytime — without retraining agents or changing Zendesk workflows.

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Rules are applied automatically, consistently, and transparently

Once instructions are set, the AI applies them automatically on every ticket.

For each new ticket:
- The AI reads the ticket message
- Applies the instructions for each configured field
- Fills only the fields it is confident about

Agents see the filled fields immediately and can edit them at any time.
Nothing is hidden, locked, or irreversible.
This ensures:
- Rules are followed consistently
- Field values don’t vary between agents
- Admin intent is enforced without manual policing
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Clear governance

Rules are defined once and followed consistently.

Field-level precision

Each field behaves exactly as intended.

Less agent guesswork

Agents don’t have to remember rules.

Reliable data

Consistent fields improve routing and reporting.

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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

Custom Rules for Ticket Fields in Zendesk

6+

5 mins

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Built For Trust.
Designed For Privacy.