Automate repetitive Zendesk tickets — quick setup, safe automation

Define which ticket categories (intents) to automate, tell the AI how to respond, and set clear rules for what it should never handle.

Start your 7-day free trial — no credit card required.

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Get started in minutes

Most teams complete setup in under 10 minutes.

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Why admins love Auto Reply AI Agent by Macha

• Flexible response modes: Choose how replies are created — as an internal note, editable draft, or auto-response to customers.

• Category-based automation: Define clear ticket categories (intents) with SOPs so your AI knows exactly which L1 tickets to handle — and how.

• Global handling rules: Set universal allow/deny filters to automatically skip escalations, VIP tickets, or sensitive cases.
• Smart reply control: Automate just the first reply or all replies, with built-in stop conditions when a human takes over.
• Consistent brand tone: Add persona, tone, and answer guidelines to ensure every AI reply sounds like your team.
• Test before deployment: Run no-risk tests on any ticket and see every step before enabling automation.

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How it works

1. Define categories: Create categories and SOPs so the AI knows which tickets to handle.
2. Set handling rules: Exclude escalations, VIPs, or urgent tickets automatically.
3. Choose response mode: Draft in note, editor, or auto-send.
4. Add stop conditions: Pause automation when agents reply or a draft is rejected.
5. Test before go-live: Run a no-risk test and watch every step of the decision chain.

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Who it's for

Support teams that:

• Handle a high volume of repetitive, L1 tickets every day
• Want to automate predictable categories while keeping full control
• Spend time re-answering similar questions instead of focusing on complex issues

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Explore the complete Macha AI app suite

Discover all our Zendesk apps here: Macha AI App Suite

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Got questions?

Just book a demo or on-boarding session with us.
Or write to us.

Learn more about us at getmacha.com

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Data Security at Macha AI

We prioritize data security to ensure your information remains safe. Here's how we protect it:

• Minimal Data Storage: We only save what's essential — AI-generated replies — while excluding customer details and ticket data.
• Strict Data Encryption: All stored data, including configuration and knowledge settings, is fully encrypted for maximum security.
• PII Redaction: Any personally identifiable information (PII) is automatically redacted before data is stored.

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