Ticket Fields AI Agent by Macha

Zendesk Ticket Field Types You Can Automate with AI

Zendesk offers multiple ticket field types to capture structured data. But filling these fields manually slows agents down and leads to inconsistency. Ticket Fields AI Agent by Macha automates ticket fields by reading ticket content and filling supported field types automatically. This page explains which Zendesk ticket field types can be automated with AI and how they work in real support workflows.

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Manual entry vs AI-filled fields

Agents manually select field values.Macha fills fields automatically using ticket context.

Limited automation vs broad field support

Zendesk automates very little by default.Macha supports multiple field types natively.

Inconsistent data vs structured accuracy

Manual entry creates variation.Macha ensures consistent field values across tickets.

Ticket Fields AI supports key Zendesk field types out of the box

Ticket Fields AI by Macha works natively with the most commonly used Zendesk ticket field types.

Admins can enable AI for each supported field type without custom development or complex setup. Once enabled, the AI understands how to read ticket context and fill each field correctly based on its type.

Supported field types include:
➡️ Dropdown (tagger) fields
➡️ Single-line text fields
➡️ Multi-line text fields
➡️ Date fields
➡️ Checkbox fields
➡️ Number fieldsEach field type is handled differently by the AI to ensure values are accurate and usable for routing, automation, and reporting.

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How AI fills different field types correctly

Ticket Fields AI adapts its behavior based on the field type it is filling.
For example:
➡️ Dropdown fields are filled by selecting the most relevant option
➡️ Text fields capture extracted details like error messages or descriptions
➡️ Date fields resolve phrases like “yesterday” or “last week” into real dates
➡️ Checkbox fields are checked only when conditions are met
➡️ Number fields assign values such as urgency or priority levelsThis ensures every field is filled in a format Zendesk expects — without agents needing to normalize or correct values later.

Each field type follows its own logic while still using the same ticket context.

Mix and match field types per workflow

Ticket Fields AI lets teams automate any combination of field types on a single ticket. You might:
➡️ Auto-fill issue category and affected feature
➡️ Set urgency or priority automatically
➡️ Capture error messages in text fields
➡️ Flag tickets that require engineering reviewEach field is configured independently, so you can start small and expand over time.

Fields that aren’t enabled remain fully manual, giving teams complete flexibility.

This makes Ticket Fields AI adaptable to both simple and complex Zendesk setups.

Broad field coverage

Automate all critical field types.

Better data quality

Consistent values across tickets.

Less manual effort

No repetitive field updates.

Stronger automation

Clean fields power reliable workflows.

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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

Zendesk Ticket Field Types You Can Automate with AI

6+

5 mins

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