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Native Freshdesk integration
AI agents for Freshdesk.
Resolve tickets, reply to customers, and triage your queue, with AI agents that read, write, and act directly inside Freshdesk.
You set it up
It handles the rest
Ticket #4821 — refund approved
Refund issued · 8s
Ticket #4822 — refund processed
Freshdesk · 12s
@refundAgent what happened with ticket #4823?
Customer requested a refund for order #1087. $49.99 refunded. Ticket updated to solved.
Ticket #4824 — partial refund
Freshdesk reply · 6s
Get your AI agent started in minutes
Agent instructions
Help customers by searching their tickets and replying with a resolution or escalating to the right team
Instruct your AI
Tell your agent what to do in plain English. No code, no complex setup.
Get Ticket
Search Tickets
Tools for the AI
Select the tools
Pick which Freshdesk actions your agent can use, search, update, reply, and more.
Let the AI work
Your agent handles it end-to-end, reads, decides, acts, done.
Everything your team needs
inside Freshdesk.
Macha plugs directly into your Freshdesk workflow, reading tickets, updating statuses, and replying to customers.
Resolve tickets automatically
The agent picks up new tickets, searches your Knowledge Base, pulls data from your connected tools, and replies to customers, all without human involvement.
Ticket #4821 resolved
Knowledge Base article match · 8s
Refund processed — $49.99
Freshdesk · 12s
Status update sent to customer
Freshdesk reply · 3s
AI copilot on top of Freshdesk
The Macha Chrome side panel opens on top of Freshdesk, so your agents can ask questions, get ticket summaries, draft replies, and pull data from connected tools, without leaving the ticket.
@refundAgent summarize ticket #4821 — customer is asking about their refund
Customer requested refund for order #1092. $49.99 charge found. Draft reply:
"Hi Sarah, I've processed your $49.99 refund. It'll arrive in 3-5 business days."
Give your AI agent access to
any Freshdesk action.
Choose which triggers fire the agent and which actions it can take, search tickets, post replies, update statuses, sync your knowledge base, and more.
Ticket Created
Trigger
Ticket Updated
Trigger
Custom Webhook
Trigger
Get Ticket
Action
Search Tickets
Action
Search Contacts
Action
Get Ticket Fields
Action
Search Articles
Action
List Agents
Action
List Groups
Action
Read Attachment
Action
Add Public Reply
Action
Add Internal Note
Action
Update Priority
Action
Update Status
Action
Update Tags
Action
Update Fields
Action
Assign Ticket
Action
Ticket Created
Trigger
Ticket Updated
Trigger
Custom Webhook
Trigger
Get Ticket
Action
Search Tickets
Action
Search Contacts
Action
Get Ticket Fields
Action
Search Articles
Action
List Agents
Action
List Groups
Action
Read Attachment
Action
Add Public Reply
Action
Add Internal Note
Action
Update Priority
Action
Update Status
Action
Update Tags
Action
Update Fields
Action
Assign Ticket
ActionHow teams use
Macha + Freshdesk.
Real workflows that support teams run every day, from auto-resolving tickets to routing escalations.
How do I export my data from the platform? I need to download a CSV of my account history.
Hi! You can export your data as a CSV by following these steps:
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.
Explore use caseI was charged twice on my last invoice and I need this fixed immediately. This is unacceptable.
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.
Explore use case
Internal note added to ticket:
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.
Explore use case
Escalation alert posted to Slack:
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.
Explore use caseBuilt 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.
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
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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Freshdesk?
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