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Un copilote dans chaque
ticket Freshdesk.
Macha AI s’ancre dans un panneau latéral à côté de vos tickets Freshdesk. Rédigez des réponses, traduisez des messages, consultez des données et agissez sur le ticket sans quitter l’espace de travail de l’agent.
Freshdesk — Espace de travail agent
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Ticket #4821 · Ouvert · Priorité : Normale
Où est ma commande ? #20831
Antonio R. · il y a 14 minutes
Ciao, ho ordinato la settimana scorsa e non ho ancora ricevuto nulla. Numero d'ordine 20831. Puoi aiutarmi?
Ticket Freshdesk #4821
Ouvert il y a 14 minutes
Objet
Où est ma commande ? #20831
Étiquettes
Client
Antonio R. · 3 tickets précédents
Il lit le ticket avant que vous ne tapiez.
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Tout le fil, pas seulement le dernier message
Chaque message du ticket, dans l’ordre, notes internes comprises, pour que la réponse reprenne là où la conversation s’est réellement arrêtée.
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Données client et champs du ticket
Demandeur, étiquettes, statut, priorité et champs personnalisés arrivent avec le ticket : la réponse sait déjà à qui elle s’adresse.
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Votre Knowledge Base, consultée automatiquement
Les réponses s’appuient sur vos propres articles de Knowledge Base et sur les tickets déjà résolus, pas sur ce dont le modèle se souvient.
Rédiger, traduire, vérifier.
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Des réponses dans votre ton
Les brouillons suivent votre ton et vos macros. Modifiez ce que vous voulez avant publication : rien n’atteint le client sans vous.
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Toutes les langues, dans les deux sens
Lisez un message entrant dans votre langue et répondez dans celle du client, sur le même ticket, sans second outil.
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De vraies recherches, pas des suppositions
Statut de commande, état d’abonnement, historique du compte : extraits en direct de vos outils connectés pendant que vous restez sur le ticket.
Réponse suggérée
Fondé sur votre Knowledge Base
Bonjour Antonio, merci de votre patience. Votre commande 20831 a été expédiée le 12 juillet et part en livraison aujourd’hui : elle devrait arriver avant 18h. Si ce n’est pas le cas, répondez ici et je relance le transporteur immédiatement.
Comment fonctionne le copilote Freshdesk
Ticket Freshdesk #4821
Où est ma commande ? #20831
Antonio R. · il y a 14 minutes
Il lit le ticket
Ouvrez n’importe quel ticket Freshdesk et le panneau latéral récupère le fil, le client et les champs. Sans copier-coller.
Freshdesk
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Outils pour l'IA
Il utilise vos outils
Vos agents peuvent consulter votre Knowledge Base et appeler les outils que vous avez connectés : la réponse repose sur des données à jour.
Il agit sur le ticket
Publiez la réponse, ajoutez une note interne, réglez étiquettes et statut, depuis le panneau et sans changer d’onglet.
Installez-le en moins d’une minute.
C’est une extension Chrome : rien à déployer dans Freshdesk et aucune validation administrateur à attendre. Installez, connectez-vous, et elle apparaît dès le prochain ticket ouvert.
Ajouter à Chrome
Ajouter à Chrome
Installez Macha AI depuis le Chrome Web Store. Fonctionne dans Chrome et tout navigateur Chromium : Edge, Brave, Arc.
Épinglez l’extension
Épinglez-la à votre barre d’outils pour ouvrir le panneau latéral en un clic depuis n’importe quel ticket Freshdesk.
Connectez-vous à Macha
Connectez-vous avec votre compte Macha. Vos agents, votre Knowledge Base et vos outils connectés vous suivent.
Ouvrez un ticket
Ouvrez un ticket dans Freshdesk et le panneau récupère le contexte tout seul. C’est toute la configuration.
Ce que font les agents dans Freshdesk.
Le copilote répond sur le ticket que vous avez sous les yeux. Les mêmes agents fonctionnent aussi seuls : voici ce que les équipes leur confient dans 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 sur le copilote Freshdesk.
Des réponses courtes. S’il manque quelque chose, demandez-nous : nous répondrons franchement.
Vous n’êtes pas sur Freshdesk ?
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Adoré par les équipes de support du monde entier
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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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