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.

Start 7-Day Free Trial

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.

How ticket field rules are handled in Zendesk today

In Zendesk, ticket field rules depend on:
➡️ Agent training and documentation
➡️ Internal SOPs and playbooks
➡️ Manual reviews and corrections
➡️ Macros or forms that must be triggeredWhile this works at small scale, it introduces risk as teams grow.

Zendesk does not natively read ticket content to decide how fields should be filled.

Why manual rule enforcement breaks down

As ticket volume increases, teams often see:
➡️ Different agents filling fields differently
➡️ Inconsistent values for the same issue type
➡️ Missed or partially filled fields
➡️ Reduced trust in dashboards and reports

Even well-documented rules are hard to enforce consistently when agents are moving fast.

How Ticket Fields AI by Macha applies custom rules

Ticket Fields AI Agent by Macha applies rules at the field level.Teams can:
➡️ Select a specific ticket field
➡️ Add simple instructions describing how it should be filled
➡️ Let the AI read the ticket conversation
➡️ Automatically apply the correct value based on context
➡️ Leave fields blank when confidence is low

Each field operates independently, giving admins precise control without complex configuration.Macha doesn’t replace Zendesk rules — it makes them automatic and reliable.

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.

Start 7-Day Free Trial

“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

Built For Trust.Designed For Privacy.

Built For Trust.
Designed For Privacy.