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A copilot inside every
Freshdesk ticket.
Macha AI docks into a side panel next to your Freshdesk tickets. Draft replies, translate messages, look things up, and act on the ticket, without leaving the agent workspace.
Freshdesk — Agent workspace
acme.freshdesk.com
Ticket #4821 · Open · Priority: Normal
Where is my order? #20831
Antonio R. · 14 minutes ago
Ciao, ho ordinato la settimana scorsa e non ho ancora ricevuto nulla. Numero d'ordine 20831. Puoi aiutarmi?
Freshdesk ticket #4821
Opened 14 minutes ago
Subject
Where is my order? #20831
Tags
Customer
Antonio R. · 3 previous tickets
It reads the ticket before you type.
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The whole thread, not just the last message
Every message on the ticket, in order, including internal notes — so the reply picks up where the conversation actually left off.
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Customer and ticket fields
Requester, tags, status, priority and custom fields come across with the ticket, so the answer already knows who it is talking to.
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Your Knowledge Base, searched automatically
Answers are grounded in your own Knowledge Base articles and past resolved tickets — not in whatever the model happens to remember.
Draft, translate, look things up.
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Replies in your voice
Drafts follow your tone and your macros. Edit anything before it posts — nothing reaches the customer without you.
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Any language, both directions
Read an inbound message in your own language and answer in the customer's, on the same ticket, without a second tool.
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Real lookups, not guesses
Order status, subscription state, account history — pulled live from your connected tools while you stay on the ticket.
Suggested reply
Grounded in your Knowledge Base
Hi Antonio, thanks for waiting. Your order 20831 shipped on 12 July and is out for delivery today — it should arrive by 6pm. If it hasn't landed by then, reply here and I'll chase the courier straight away.
How the Freshdesk copilot works
Freshdesk ticket #4821
Where is my order? #20831
Antonio R. · 14 minutes ago
Reads the ticket
Open any Freshdesk ticket and the side panel picks up the thread, the customer and the fields — no copy-paste.
Freshdesk
Shopify
Tools for the AI
Uses your tools
Your agents can search your Knowledge Base and call the tools you have connected, so the answer is based on live data.
Acts on the ticket
Post the reply, add an internal note, set tags and status — from the panel, without switching tabs.
Install it in under a minute.
It is a Chrome extension, so there is nothing to deploy inside Freshdesk and no admin approval to wait on. Install it, sign in, and it appears the next time you open a ticket.
Add to Chrome
Add to Chrome
Install Macha AI from the Chrome Web Store. Works in Chrome and any Chromium browser — Edge, Brave, Arc.
Pin the extension
Pin it to your toolbar so the side panel is one click away from any Freshdesk ticket.
Sign in to Macha
Sign in with your Macha account. Your agents, Knowledge Base and connected tools come with you.
Open a ticket
Open any ticket in Freshdesk and the panel picks up the context on its own. That is the whole setup.
What agents do inside Freshdesk.
The copilot answers on the ticket in front of you. The same agents can also run on their own — here is what teams put them to work on in 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.
Questions about the Freshdesk copilot.
Short answers. If something is missing, ask us — we will tell you straight.
Not on Freshdesk?
The same copilot works on the other help desks — and on any other page in your browser.
Loved by support teams worldwide
See what support teams are saying about 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
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
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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