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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Plans & Pricing

Put an AI agent on the ticket categories you choose. It learns from your past tickets, connects to the tools you already run, and resolves them end to end.

“Macha runs the front line of our Zendesk across both our brands, six thousand tickets a month in four languages. The support from their team has been amazing!”
Yvonne Panarin Customer Support Manager, myposter

Pricing starts at

$299/month

Tickets you want AI to solve

  • Done-for-you setup. Our success team builds, tests and monitors your agents, on every plan.
  • AI agents that resolve end to end. Pick a ticket category and an agent handles every ticket in it.
  • Knows your stack. Learns from past tickets, your help centre and internal docs, and connects to 50+ apps.
Book a demo Start free trial $50 in free credits · No credit card See all features

Our success team works with you
until your category is above 85% automated.

Included in every plan, for as long as you are a customer. You pick the ticket categories. We build the agent, test it on tickets you have already closed, and keep working on it after it goes live.

What the Macha team does

Ticket category

Password and login

Refunds, order status…
1

Identify your categories

We go through your tickets with you and pick the categories worth putting an AI agent on, then build the agent for the first one.

Matches your team
2

Simulate it on your tickets

Before it goes live we run it on tickets you have already closed and put its answer next to the one your team sent. You see the gap first.

87%

automation rate

3

Monitor it and update it

After go-live we grade what it closes and keep changing the agent until the category holds above 85%. You do not file a ticket to get that done.

What you do

Your help desk Your API Custom tool
1

Brief the team

Tell us the category and the rules it has to follow, then give the agent what it needs to act: an API, a custom tool, or access to an internal system.

Daily update Weekly report
2

Review the performance

You get an update daily or weekly, whichever suits you. You decide what goes live and what changes.

This does not stop at go-live. The same team stays on your account, adds the next category when you want one, and keeps the running ones above target. No separate implementation contract, no handover, no extra cost.

Key Features

Plans & Pricing
From $299/mo
Agents & automation
AI agents
Included
Safe simulation before go-live
Included
Continuous agent evaluation
Included
Scheduled triggers
Included
Custom API tools
Included
Sub-agent delegation
Agent versioning & rollback
Channels
Email tickets
Live chat
Macha Chatbot
Volume
Price per month
From $299/mo
Tickets a month
From 750 tickets
Fair-use messages per ticket
50
Unlimited team seats
Unlimited
Integrations & knowledge
Help desk integration
Included
Integrations
Included
Knowledge sources
Included
Train on past tickets
Included
Multi-instance connectors
API documentation
Macha inclusions
Copilot widget
Included
Sidekick (in-Macha copilot)
Included
Chrome extension
Included
Fully multilingual
Included
Security & admin
GDPR data residency options
Audit log
Support & launch
Email support
Slack support
Video support
Macha success team
Included
Book a demo

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 are billed per ticket, not per message or per reply. Everything else follows from that.

All of it. One plan, every feature: unlimited agents and team seats, every channel, every integration and knowledge source, custom API tools, scheduled triggers, safe simulation before go-live, continuous evaluation, and the Macha success team who build, test and monitor your agents. The only thing that changes with price is how many tickets a month you get.
Yes, on every plan, at no extra cost. There is no separate implementation contract and no professional-services line on your invoice.

They are included because putting AI on a support category is real work: reading how your team actually answers, wiring the agent to your help desk and your own systems, testing it against tickets you have already closed, and tuning it once real volume hits. Handing you a blank agent and a docs link is how these projects stall.

So the team does that part with you, and keeps doing it. They stay on your account after go-live, watch how the category performs, fix what drifts, and scope the next category when you want one. We would rather you succeed on the categories you came here to solve than sell you a seat and hope.

$50 of free usage, which is roughly 125 tickets at the standard rate. No credit card, no time limit, and no countdown: it sits there until you use it. Long enough to connect your help desk, point an agent at a real category, and watch it work on your own tickets.
About $0.40, whatever your volume. A ticket is a whole conversation, however many replies it takes, so the cost does not climb when a customer writes back. Compare that with a human-handled ticket, which most teams cost at $4 to $8 once you count the salary behind it.
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.
Your agents pause until your tickets reset on the next billing date. Nothing is lost, and nothing is charged without you choosing it: you can move up a step or add a top-up whenever you want. If you would rather never pause, tell us and we will size the plan to your real volume.
Yes. No lock-in, cancel anytime and keep access through the end of your billing period.
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 is the plan price divided by the tickets it covers, and it is the same rate at every step:
  • $299 for 750 tickets
  • $599 for 1,500
  • $1,199 for 3,000
  • $1,999 for 5,000

Every rung works out at about 40 cents a ticket, so you can check the maths yourself. Above 10,000 tickets a month we quote.

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.
  • That holds even if it goes quiet and gets reopened weeks later: it is 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. A live chat and an email ticket cost the same.
  • A twenty-message live chat counts as one ticket, exactly like a one-touch email.
  • So chat-heavy teams are not penalised for the channel their customers happen to prefer.
  • Volume is what costs you money, not chattiness.
Exactly the number on the plan you pick: 750, 1,500, 3,000, 5,000, 7,500 or 10,000 a month. It resets on your billing date. Nothing about the model, the tools an agent calls, or how long a conversation runs changes that count.
No. A ticket is one ticket whatever the agent had to do to close it, whether that is reading your help centre, calling three of your APIs, or thinking hard about an awkward refund. You are charged for the ticket, never for the work inside it.
No. There is no automatic overage and no way to run up a bill you did not agree to. When the month's tickets are used, agents pause rather than keep charging.
Yes. Building and managing agents, connectors, tools and sources over the API costs nothing on every plan, including the trial. The API configures your agents; it does not run them. A ticket is only counted when an agent actually works one.
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.

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.

No Training On Your Data

Your content is never used to train AI models, and is kept only for the periods set out in our Privacy Policy.

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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