Macha
Features Macha on your help desk Continuous Agent Evaluation Chrome Extension Website Chatbot Build with Sidekick Build with Claude Code & Codex Use Cases Integrations Pricing Documentation API Reference Building Effective Agents
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Pricing plans

Try for free.$50 worth credits.
No time limit.

Every trial unlocks the full platform with 500 credits worth $50, without any time limit. Plus a dedicated success manager to help you with setup.

  • $50 worth credits on us
  • No time limit on trial
  • Dedicated Success Manager

Starter

$239 per month

Includes 1,500 tickets

$0.16 per ticket

Key features include

  • 3,000 credits
  • Flat per-ticket pricing
  • Unlimited team seats
  • 3 agents
  • 3 integrations
  • 3 knowledge sources (any type)
  • Help desk integration
  • Train on past tickets
  • Chrome Copilot Widget
  • Custom integrations & tools
  • Fully multilingual
  • Continuous agent evaluation
  • API access — build & manage via Claude Code or Codex
  • Dedicated Success Manager (email)

White-Glove Launch

$799one-time

A Macha Forward-Deployed Engineer builds and tunes your agents on your real tickets, gets you live, then hands off.

  • Done-for-you build of up to 4 agents, integrations and tools
  • 6 guided sessions over 4 to 6 weeks
  • Billed once on your first invoice, not recurring
Try for free

Professional

$559 per month

Includes 5,000 tickets

$0.11 per ticket

Everything in Starter, but with

  • 10,000 credits
  • 25 agents
  • 10 integrations
  • 10 knowledge sources (any type)
  • Scheduled triggers
  • 5 custom API tools
  • Dedicated Success Manager (Slack + video)

White-Glove Launch

$799one-time

A Macha Forward-Deployed Engineer builds and tunes your agents on your real tickets, gets you live, then hands off.

  • Done-for-you build of up to 4 agents, integrations and tools
  • 6 guided sessions over 4 to 6 weeks
  • Billed once on your first invoice, not recurring
Try for free

Enterprise

Custom volume pricing

Includes unlimited tickets

Priced on your volume

Any model, no caps

Everything in Pro, but with

  • Unlimited credits
  • Unlimited agents
  • Unlimited integrations
  • Unlimited knowledge sources
  • Chrome Copilot Widget
  • 20 scheduled triggers
  • 20 custom API tools
  • Dedicated Success Manager & team
  • 24/5 priority support

White-Glove Launch

Includedwith Enterprise

A Macha Forward-Deployed Engineer builds and tunes your agents on your real tickets, gets you live, then hands off.

  • Done-for-you build of up to 4 agents, integrations and tools
  • 6 guided sessions over 4 to 6 weeks
  • Billed once on your first invoice, not recurring
Talk to sales

Trusted by teams globally

5 and 5
AG Analytics
Babaa
Corkcicle
Crumb
Didriksons
France & Son
Luigi's Box
Lumin
myMuesli
Orderchamp
Sushi Bikes
Tuning Teile
5 and 5
AG Analytics
Babaa
Corkcicle
Crumb
Didriksons
France & Son
Luigi's Box
Lumin
myMuesli
Orderchamp
Sushi Bikes
Tuning Teile

Key Features

Starter
$299/mo
Professional
$699/mo
Enterprise
Custom
Channels
Email tickets
Live chat
Macha Chatbot
Volume
Monthly credits
3,000
10,000
Unlimited
Tickets on
1,000
3,333
Unlimited
Fair-use messages per ticket
50
50
Custom
Model choice per agent
Unlimited team seats
Unlimited
Unlimited
Unlimited
Agents & automation
Agents
3
25
Unlimited
Scheduled triggers
3
20
Custom API tools
3
5
20
Sub-agent delegation
Agent versioning & rollback
Integrations & knowledge
Help desk integration
Included
Included
Included
Integrations
3
10
Unlimited
Knowledge sources
3
10
Unlimited
Train on past tickets
Included
Included
Included
Multi-instance connectors
API documentation
Macha inclusions
Copilot widget
Included
Included
Included
Sidekick (in-Macha copilot)
Included
Included
Included
Chrome extension
Included
Included
Included
Continuous agent evaluation
Included
Included
Included
Fully multilingual
Included
Included
Included
Security & admin
GDPR data residency options
Audit log
Support & launch
Email support
Slack support
Video support
24/5 priority
Dedicated Success Manager
White-Glove Launch
$799 add-on
$799 add-on
Included
Try for free
Try for free
Talk to sales

Macha Inclusions

The full platform. Every plan.

Four AI capabilities that ship standard with every Macha plan. No add-ons, no upsells, no extra bills.

Zendesk Freshdesk Gorgias
Chrome

Copilot, everywhere

AI copilot inside your help desk and every browser tab. Drafts replies, searches your knowledge and summarises threads — native in Zendesk, and on Freshdesk, Gorgias, Front or any page via Chrome.

Included in every plan

Sidekick AI

Your build partner inside Macha. Ships new agents, wires connectors, tunes prompts from a single chat.

Included in every plan

Custom tools

Any tool you already use, wired into Macha. Call your own APIs and internal systems mid-ticket to fetch data and take action — no tool left out.

Included in every plan

Continuous evaluation

Every conversation graded, adherence tracked, regressions caught before your customers ever see them.

Included in every plan

How pricing actually works.

The one thing to understand: you’re billed per ticket, and the model your agent runs on sets how many credits that ticket costs. Everything else follows from that.

A ticket is one thread between Macha and one person. Each one is a single charge, no matter how many messages it takes. Three things count as a ticket:
  • An email ticket. It lands, your agent runs, a reply goes out. Every follow-up message on that same ticket belongs to it, so you're charged for one ticket, not one per reply.
  • A live chat. A customer messaging in and the AI answering in real time. The entire back-and-forth is one ticket.
  • A Copilot chat. One of your agents using the Macha widget, asking questions, having it draft a reply, search the knowledge base, summarise a thread. That whole chat counts as one ticket.
Yes. A ticket runs up to 50 messages, the customer's messages and the AI's replies counted together. Everything up to that point is the one flat charge.
  • If a ticket reaches 50 messages, the agent stops replying and prompts the person to start a new one, which is billed as a new ticket.
  • For context, a normal support thread resolves in a handful of messages, so this is well clear of anything typical.
It's just the plan price divided by the tickets it covers:
  • Starter is $299 / month and includes 3,000 credits.
  • On GPT-5.4, our best model, and the default, a ticket costs 3 credits.
  • 3,000 credits ÷ 3 = 1,000 tickets.
  • $299 ÷ 1,000 = about $0.30 per ticket.

Professional works the same way: $699 for 10,000 credits, so 3,333 tickets on GPT-5.4, about $0.21 each. And since the model sets the rate, moving simpler agents to a lighter model buys you more tickets for the same money: on GPT-5.4 Mini (1 credit), Starter's 3,000 credits cover 3,000 tickets at roughly $0.10 each.

No. One ticket is one charge, full stop.
  • A ticket that takes ten messages to resolve costs exactly the same as one resolved on the first reply: 3 credits on GPT-5.4.
  • That holds even if it goes quiet and gets reopened weeks later, it's still the same ticket, and it does not re-bill.
  • You are never charged per message, per step, per tool call, or per action.
No, and this recently changed in your favour. Macha used to bill each AI reply on a chat separately. It doesn't any more.
  • A twenty-message live chat counts as one ticket, the same 3 credits as a one-touch email ticket.
  • So chat-heavy and messaging-heavy teams are no longer penalised for the channel their customers happen to prefer.
  • Volume is what costs you money now, not chattiness.
Yes, every ticket count and price shown here assumes GPT-5.4, our best model, at 3 credits per ticket. That's the honest worst case for cost.
  • Move an agent to GPT-5 (2 credits) and the same plan covers 1.5× as many tickets.
  • Move it to GPT-5.4 Mini (1 credit) and it covers 3× as many, Starter goes from 1,000 tickets to 3,000.
You set the model per agent, so most teams run customer-facing agents on GPT-5.4 and simpler ones (triage, tagging, routing) on something lighter.
The model your agent runs on, nothing else. You set it per agent:
  • GPT-5.4 Mini, 1 credit per ticket
  • GPT-5, 2 credits per ticket
  • GPT-5.4 (default, best output), 3 credits per ticket
Run complex, customer-facing agents on GPT-5.4 and simple ones (triage, tagging, FAQ look-ups) on a cheaper model, the same plan then covers two or three times as many tickets.
Take your plan's credits and divide by your model's rate:
  • Starter, 3,000 credits: 1,000 tickets on GPT-5.4, 1,500 on GPT-5, 3,000 on Mini.
  • Professional, 10,000 credits: ~3,333 tickets on GPT-5.4, 5,000 on GPT-5, 10,000 on Mini.
  • Enterprise, unlimited.
You can mix models across agents, so most teams land somewhere between these numbers.
On GPT-5.4, paying monthly:
  • Starter, $0.30 per ticket ($299 / mo for 1,000).
  • Professional, about $0.21 per ticket ($699 / mo for ~3,333).
  • Save 20% by paying annually, that's $0.24 and $0.17 respectively.
Move an agent to a cheaper model and the cost per ticket falls with it, on Mini, Professional works out to about $0.07.
No. Everything that happens inside a ticket, calling tools, searching your knowledge base, looking up an order, the model's own reasoning, however many agent runs it takes, is included in that ticket's single charge. You only ever pay the one model rate.
Your agents pause until credits reset on your next billing date, nothing is lost, and your agents, integrations and knowledge sources stay configured. To keep going immediately you can:
  • Top up, 1,000 for $99, 5,000 for $449, or 10,000 for $799 (top-up credits never expire and are used after your monthly allowance).
  • Or upgrade to a larger plan.
No, there are no overages, ever. Macha never bills you for more than your plan, and nothing keeps charging in the background. If you use up your monthly credits, your agents simply pause until they reset, you're never auto-charged extra. To resume before the reset you can top up (credits never expire) or upgrade, both are choices you make, so your bill never moves without you. No surprise invoices, no runaway spend.
GPT-5.4 is the default at 3 credits per ticket, the best model, for the best output. You set it per agent:
  • Keep customer-facing agents on GPT-5.4.
  • Drop simpler ones (triage, tagging, internal summaries) to GPT-5 (2 credits) or GPT-5.4 Mini (1 credit).
Rule of thumb: the more complex the job, the better the model you should pick.
A one-time $799 done-for-you setup: a Macha Forward-Deployed Engineer builds and tunes your agents on your real tickets and gets you live, then hands off.
  • Done-for-you build of up to 4 agents, integrations and custom tools.
  • 6 guided sessions over 4 to 6 weeks.
  • Billed once on your first invoice, on top of your plan, not recurring.
Need an FDE embedded longer-term? Talk to sales.
Yes. Building and managing agents, connectors, tools and sources over the API costs zero credits, there's no metering, on every plan including trials. The API configures your agents; it doesn't run them. You only spend credits when an agent actually works a ticket.
No, you pay per ticket, whatever the outcome. Macha is an automation platform, not just a deflection bot: a ticket might be triaged, tagged, routed, enriched with an order look-up, drafted for an agent to send, summarised, or fully resolved end to end. You're billed for the ticket Macha handled, not for a single predefined outcome.
Every account starts with 500 free credits, worth $50, and there is no time limit on them. They don't expire in 7 or 14 days; use them whenever you like.
  • On GPT-5.4, that's around 165 tickets handled end to end.
  • On GPT-5.4 Mini, it stretches to 500.
  • No credit card required, build agents and watch Macha work your real tickets before you pay anything.
Yes. No lock-in, cancel anytime and keep access through the end of your billing period.

Built For Trust.
Designed For Privacy.

Your data is safe with Macha AI. We meet the highest security standards so you can focus on support without compromise.

GDPR Compliant

Fully aligned with global data protection and security standards.

Zero Data Retention Policy

We never store customer information or your customer conversations.

Zendesk
5.0 on Zendesk Marketplace

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

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

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

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

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

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

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

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

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

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

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

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

Kilian Leister

Support Head, Didriksons

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