# Macha pricing > One plan priced on monthly ticket volume, about $0.40 a ticket, from $299 a month for 750 tickets. Billed monthly. Cancel anytime. Free trial: $50 of free usage (about 125 tickets), no credit card. Canonical page: https://www.getmacha.com/pricing. Done-for-you setup: https://www.getmacha.com/done-for-you (Markdown: https://www.getmacha.com/done-for-you.md). 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. ## Price by monthly ticket volume | Tickets a month | Price per month | Per ticket | |---|---|---| | 750 | $299 | $0.40 | | 1,500 | $599 | $0.40 | | 3,000 | $1,199 | $0.40 | | 5,000 | $1,999 | $0.40 | | 7,500 | $2,999 | $0.40 | | 10,000 | $3,999 | $0.40 | | Above 10,000 tickets | Custom | | Above 10,000 tickets a month the price is quoted. Billed monthly. Cancel anytime. ## What's included - **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. - **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. - **Sidekick AI:** Your build partner inside Macha. Ships new agents, wires connectors, tunes prompts from a single chat. - **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. - **Continuous evaluation:** Every conversation graded, adherence tracked, regressions caught before your customers ever see them. 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. ## What the Macha team does 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. - **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. - **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. - **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 - **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. - **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. How the setup works, step by step: https://www.getmacha.com/done-for-you ## 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. ### What's included in my plan? 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. ### Is the Macha success team included in my plan? **Yes, on every plan and on the free trial, 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. We work with your team in a shared Slack channel. You give us the rules and review the results; we do the implementation end to end. ### What do I get on the free trial? **$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. We set up the free trial for you after the discovery call. ### What does a ticket actually cost me? 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. ### What counts as a ticket? 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**. ### Does a ticket in safe mode count towards my plan? **Yes. Every ticket the agent works counts, including the ones where it only writes a draft.** Safe mode works on every help desk we support: the agent writes its reply as an internal note on the ticket (a private note on Freshdesk), and your team decides what goes out. We set up your help desk's rules so that only the tickets the agent should handle ever reach it. ### Which languages does Macha work in? **Any language your customers write in.** The agent reads each ticket in its own language and replies in it. We tune the tone for each language, so replies read like your team wrote them rather than like a translation. Before anything goes live, we run the agent on your own past tickets in each language, so you can judge the quality yourself. ### What happens if I use up my tickets mid-month? 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 whenever you want. If you would rather never pause, tell us and we will size the plan to your real volume. ### Can I cancel anytime? Yes. No lock-in, cancel anytime and keep access through the end of your billing period. ### Is there a fair use policy? 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. ### How do you get to $0.40 per ticket? 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. ### A ticket goes back and forth ten times. Is that ten charges? 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. ### Does live chat cost more than email? **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. ### How many tickets do I get? 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. ### Do tool calls, look-ups and reasoning cost extra? 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. ### Are there overage charges? Can I overspend? 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. ### Is the API free to use? 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. ### Do I pay per resolution? 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. ## Next steps - [Book a demo](https://www.getmacha.com/book-demo) - [Start the free trial](https://dashboard.getmacha.com/signup): $50 of free usage (about 125 tickets), no credit card. - [Done-for-you setup](https://www.getmacha.com/done-for-you)