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Un copiloto dentro de cada
ticket de Freshdesk.
Macha AI se acopla en un panel lateral junto a tus tickets de Freshdesk. Redacta respuestas, traduce mensajes, consulta datos y actúa sobre el ticket sin salir del espacio de trabajo del agente.
Freshdesk — Espacio de trabajo del agente
acme.freshdesk.com
Ticket #4821 · Abierto · Prioridad: Normal
¿Dónde está mi pedido? #20831
Antonio R. · hace 14 minutos
Ciao, ho ordinato la settimana scorsa e non ho ancora ricevuto nulla. Numero d'ordine 20831. Puoi aiutarmi?
Ticket #4821 de Freshdesk
Abierto hace 14 minutos
Asunto
¿Dónde está mi pedido? #20831
Etiquetas
Cliente
Antonio R. · 3 tickets anteriores
Lee el ticket antes de que escribas.
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El hilo completo, no solo el último mensaje
Todos los mensajes del ticket, en orden, incluidas las notas internas, para que la respuesta retome la conversación donde realmente se quedó.
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Datos del cliente y campos del ticket
Solicitante, etiquetas, estado, prioridad y campos personalizados llegan con el ticket, así que la respuesta ya sabe con quién habla.
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Tu Knowledge Base, consultada automáticamente
Las respuestas se apoyan en tus propios artículos de Knowledge Base y en tickets resueltos anteriormente, no en lo que el modelo recuerde.
Redacta, traduce, consulta.
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Respuestas con tu voz
Los borradores siguen tu tono y tus macros. Edita lo que quieras antes de publicar: nada llega al cliente sin ti.
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Cualquier idioma, en ambos sentidos
Lee un mensaje entrante en tu idioma y responde en el del cliente, en el mismo ticket y sin una segunda herramienta.
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Consultas reales, no conjeturas
Estado del pedido, de la suscripción, historial de la cuenta: se extraen en vivo de tus herramientas conectadas mientras sigues en el ticket.
Respuesta sugerida
Basado en tu Knowledge Base
Hola Antonio, gracias por la espera. Tu pedido 20831 se envió el 12 de julio y sale hoy a reparto: debería llegar antes de las 18:00. Si no lo recibes, responde aquí y reclamo al transportista de inmediato.
Cómo funciona el copiloto de Freshdesk
Ticket #4821 de Freshdesk
¿Dónde está mi pedido? #20831
Antonio R. · hace 14 minutos
Lee el ticket
Abre cualquier ticket de Freshdesk y el panel lateral recoge el hilo, el cliente y los campos. Sin copiar y pegar.
Freshdesk
Shopify
Herramientas para la IA
Usa tus herramientas
Tus agentes pueden consultar tu Knowledge Base y llamar a las herramientas que hayas conectado, así que la respuesta se basa en datos en vivo.
Actúa sobre el ticket
Publica la respuesta, añade una nota interna, ajusta etiquetas y estado, desde el panel y sin cambiar de pestaña.
Instálalo en menos de un minuto.
Es una extensión de Chrome, así que no hay nada que desplegar dentro de Freshdesk ni aprobación de administrador que esperar. Instálala, inicia sesión y aparecerá la próxima vez que abras un ticket.
Añadir a Chrome
Añadir a Chrome
Instala Macha AI desde la Chrome Web Store. Funciona en Chrome y en cualquier navegador Chromium: Edge, Brave, Arc.
Ancla la extensión
Ánclala a la barra de herramientas para tener el panel lateral a un clic desde cualquier ticket de Freshdesk.
Inicia sesión en Macha
Inicia sesión con tu cuenta de Macha. Tus agentes, tu Knowledge Base y tus herramientas conectadas van contigo.
Abre un ticket
Abre cualquier ticket en Freshdesk y el panel recoge el contexto por su cuenta. Esa es toda la configuración.
Lo que hacen los agentes dentro de Freshdesk.
El copiloto responde sobre el ticket que tienes delante. Los mismos agentes también funcionan solos: esto es lo que los equipos les encargan en Freshdesk.
Auto-resolve ticket inquiries via Freshdesk
When a new Freshdesk ticket comes in, Macha reads the customer's message, searches your knowledge base and help articles for the best answer, and replies with a clear resolution — no agent needed. Handles common questions end-to-end on Freshdesk, freeing your team to focus on complex issues that require a human touch.
Triage and route Freshdesk tickets by topic
When a new ticket arrives in Freshdesk, Macha reads the content, determines the topic and urgency, assigns the appropriate priority level, and routes it to the correct agent group — all in seconds. Eliminates manual triage on Freshdesk and ensures every ticket reaches the right team from the start, reducing response times.
Add internal notes with context on Freshdesk tickets
When a Freshdesk ticket is updated, Macha pulls relevant context — customer history, related tickets, and past interactions — and adds a detailed internal note so the agent has everything they need. Gives agents instant context without manual research, speeding up resolution and improving the quality of responses.
Handle Freshdesk ticket escalations automatically
When a Freshdesk ticket priority changes to urgent, Macha gathers the full ticket context, searches knowledge base articles for relevant information, adds a detailed summary note, and notifies the team in Slack. Ensures escalated tickets are handled quickly with complete context, and the right people are alerted immediately.
Preguntas sobre el copiloto de Freshdesk.
Respuestas breves. Si falta algo, pregúntanos y te lo diremos con claridad.
¿No usas Freshdesk?
El mismo copiloto funciona en los demás servicios de asistencia, y en cualquier otra página de tu navegador.
Amado por equipos de soporte en todo el mundo
Mira lo que los equipos de soporte están diciendo sobre Macha AI.
The application seems excellent to me! We are still testing, and we need support for some details and they were extremely efficient too!
Daniela Costa
Head of Support, Seabra
Macha has been a great addition to our support toolkit. It generates clear, well-organized responses that fit naturally into our workflow. One feature we particularly appreciate is its ability to automatically reply in the same language as the ticket.
Marius F
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We've been using Macha for a little while now and it's been really great addition so far! It's powerful, convenient, and makes getting work done a lot easier for our agents.
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Support team is very helpful and responsive. Really enjoy how lightweight this is within Zendesk itself vs other more intrusive tools.
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So far it's pretty good! Our queries are a little nuanced, so we can't always use it, but it's got enough utility for us. It can even incorporate our bilingual country with greetings in a second language.
Jae Oliver
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Really enjoying using Macha, it has made a noticeable difference to our support team in a short amount of time. I really like the ticket summary feature, saves us a lot of time.
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Macha AI is a great addition to my workspace! It's powerful, convenient, and it really makes productivity so much easier for our agents!
Dave G
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Very impressed! AI integration for Zendesk has certainly come a long way and Macha seems to set the standard for now. This will for sure save lot of time in our support team.
Pauli Juel
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Macha has been working great for us so far! The auto-responses are accurate and our resolution time has dropped significantly.
Lana T
Zendesk Admin, Swotzy
Macha AI is a great addition. The knowledge base feature means our agents always have the right answers at their fingertips.
Mischa Wolf
Head of Support, Topi
We're enjoying this integration so far. It's made our support team more efficient and our customers get faster responses.
Paula G
Head of Customer Support, Xly Studio
The team enjoys using it. It saves considerable time on common questions and the integration options are excellent.
Kilian Leister
Support Head, Didriksons
The application seems excellent to me! We are still testing, and we need support for some details and they were extremely efficient too!
Daniela Costa
Head of Support, Seabra
Macha has been a great addition to our support toolkit. It generates clear, well-organized responses that fit naturally into our workflow. One feature we particularly appreciate is its ability to automatically reply in the same language as the ticket.
Marius F
Support Head, Zentana
We've been using Macha for a little while now and it's been really great addition so far! It's powerful, convenient, and makes getting work done a lot easier for our agents.
Alexander Wedén
Head of Support
Support team is very helpful and responsive. Really enjoy how lightweight this is within Zendesk itself vs other more intrusive tools.
Cathleen Wright
Zendesk Admin, Cortex IO
So far it's pretty good! Our queries are a little nuanced, so we can't always use it, but it's got enough utility for us. It can even incorporate our bilingual country with greetings in a second language.
Jae Oliver
Head of Support, Wise
Really enjoying using Macha, it has made a noticeable difference to our support team in a short amount of time. I really like the ticket summary feature, saves us a lot of time.
Harry Jackson
Head of Support, Crumb
The application seems excellent to me! We are still testing, and we need support for some details and they were extremely efficient too!
Daniela Costa
Head of Support, Seabra
Macha has been a great addition to our support toolkit. It generates clear, well-organized responses that fit naturally into our workflow. One feature we particularly appreciate is its ability to automatically reply in the same language as the ticket.
Marius F
Support Head, Zentana
We've been using Macha for a little while now and it's been really great addition so far! It's powerful, convenient, and makes getting work done a lot easier for our agents.
Alexander Wedén
Head of Support
Support team is very helpful and responsive. Really enjoy how lightweight this is within Zendesk itself vs other more intrusive tools.
Cathleen Wright
Zendesk Admin, Cortex IO
So far it's pretty good! Our queries are a little nuanced, so we can't always use it, but it's got enough utility for us. It can even incorporate our bilingual country with greetings in a second language.
Jae Oliver
Head of Support, Wise
Really enjoying using Macha, it has made a noticeable difference to our support team in a short amount of time. I really like the ticket summary feature, saves us a lot of time.
Harry Jackson
Head of Support, Crumb
Macha AI is a great addition to my workspace! It's powerful, convenient, and it really makes productivity so much easier for our agents!
Dave G
Head of Support, Cyber Power Systems
Very impressed! AI integration for Zendesk has certainly come a long way and Macha seems to set the standard for now. This will for sure save lot of time in our support team.
Pauli Juel
Head of CS, Dokument24
Macha has been working great for us so far! The auto-responses are accurate and our resolution time has dropped significantly.
Lana T
Zendesk Admin, Swotzy
Macha AI is a great addition. The knowledge base feature means our agents always have the right answers at their fingertips.
Mischa Wolf
Head of Support, Topi
We're enjoying this integration so far. It's made our support team more efficient and our customers get faster responses.
Paula G
Head of Customer Support, Xly Studio
The team enjoys using it. It saves considerable time on common questions and the integration options are excellent.
Kilian Leister
Support Head, Didriksons
Macha AI is a great addition to my workspace! It's powerful, convenient, and it really makes productivity so much easier for our agents!
Dave G
Head of Support, Cyber Power Systems
Very impressed! AI integration for Zendesk has certainly come a long way and Macha seems to set the standard for now. This will for sure save lot of time in our support team.
Pauli Juel
Head of CS, Dokument24
Macha has been working great for us so far! The auto-responses are accurate and our resolution time has dropped significantly.
Lana T
Zendesk Admin, Swotzy
Macha AI is a great addition. The knowledge base feature means our agents always have the right answers at their fingertips.
Mischa Wolf
Head of Support, Topi
We're enjoying this integration so far. It's made our support team more efficient and our customers get faster responses.
Paula G
Head of Customer Support, Xly Studio
The team enjoys using it. It saves considerable time on common questions and the integration options are excellent.
Kilian Leister
Support Head, Didriksons
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