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Free support audit

An honest read on
your CX health.

Ticket analysis Help centre analysis A call with a CX expert

We go through a sample of your real tickets and your help centre, then hand back what we found: what is actually arriving, which categories keep coming back, what each one costs your team, where your help centre is falling short, and how ready any of it is for AI.

No cost, no credit card. The report is yours to keep.

CX audit

10,000 tickets graded across your help desk and 23 tools

Landscape summary

21.8%

of your tickets are automatable with AI agents we can help you build.

Ticket kind

Inbound support 5,840 Outbound outreach 2,420 Notifications 1,740

Your recurring ticket categories

Password resets and lockouts

18.6% 1,860 tickets ~226h of team time

Pricing, quotes and seat licensing

14.6% 1,460 tickets ~626h of team time

What the report contains

A read on your support, from your own tickets.

The audit runs the same analysis our customers see inside Macha. Nothing is modelled from industry averages: every number comes from tickets your team actually handled.

Ticket kind

Inbound support 5,840
Outbound outreach 2,420
Notifications 1,740
01

Your support profile

What is actually arriving. Real inbound support separated from outbound outreach and system notifications, so you can see how much of the volume is even a support question.

Most commonly recurring

#1 Password and login 18.6%
#2 Pricing and quotes 14.6%
#3 Subscription receipts 14%
#4 Win-back outreach 12.4%
02

Your recurring categories

The shapes that keep coming back, ranked by volume, each with its ticket count, its share of the total and an estimate of the team hours it eats.

Automatable

21.8%

of graded tickets an agent could have handled.

Yes 2,180 No 7,820
03

Where your answers come from

How your team resolves things today: answered straight from the help centre, needed an investigation, escalated, or never got a reply. The clearest signal of where your knowledge base is thin.

Billing self-serve agent

6.8% of tickets
tools it needs

Pre-sales FAQ agent

5.6% of tickets
tools it needs
04

What is ready for AI

Every ticket graded automatable or not, and a shortlist of agents worth building, each with the share of your volume it would cover and the tools it would need.

How it works

Three steps, one of them yours.

You connect your help desk. We do the rest and then walk you through what we found.

Read-only access
1

Connect your help desk

A read-only connection to Zendesk, Freshdesk, Gorgias or Front. It takes a few minutes, and you can revoke it the moment the audit is done.

Automatable

Automatable

Needs a person

2

We read and grade the tickets

We take a sample of your recent tickets, group them into the categories that keep recurring, and grade each one for whether an agent could have handled it. Nothing to configure on your side.

A call with the team
3

We walk you through it

You get the report and a call with the team to go through it. If a category is worth automating we will tell you which one. If none are, we will tell you that too.

We never write to your help desk, never reply to a ticket, and never email your customers. Revoke access whenever you like.

Frequently asked questions

Nothing. There is no cost, no credit card and no commitment to buy anything. The report is yours to keep whether or not you go any further with us.
A read-only connection to your help desk. We never write to it, never reply to a ticket and never email your customers. You can revoke access the moment the audit is finished.
Zendesk, Freshdesk, Gorgias and Front. If you are on something else, tell us when you get in touch and we will say honestly whether we can run it.
A few days from the moment access is connected. Most of that is us reading; there is nothing for you to configure or fill in after the first step.
It is used to produce your report and nothing else. We do not train shared models on it and we do not share it with anyone. Our security page covers how we handle customer data in full.
No. If the audit shows nothing worth automating, we will say so. That is a more useful answer than a proposal you do not need, and it costs us less than a customer who churns in three months.

Get an honest read on your support.

A free audit of your real tickets and your help centre. You keep the report either way.

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500 free credits · no time limit, no credit card