Macha AI - Your Go-to AI Toolkit for Zendesk

What is Macha AI

If your support team handles tickets from customers across multiple countries, you know the struggle: French-speaking customers submitting inquiries in French, German clients writing in German, and your team—spread across different language capabilities—struggling to keep up without hiring dedicated multilingual agents or toggling between expensive translation tools.

Macha AI changes that equation entirely.

Built specifically for teams already using Zendesk, Macha AI is a comprehensive AI-powered toolkit that lives directly inside your Zendesk workspace. Instead of switching between platforms or manually translating every incoming message, your agents can read, respond, and resolve tickets in 80+ languages—all without leaving Zendesk. The platform handles translation automatically, generates smart replies, summarizes long conversations, and even suggests the right tags and fields to apply.

This isn't a separate tool you're adding to your stack. It's AI that feels like it was always meant to be part of your support workflow.

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Macha AI's Core Features

Think of Macha AI as giving every one of your support agents an AI teammate who speaks every language, knows your help center content by heart, and can draft responses in seconds. Here's what each module actually does for your daily operations:

AI Copilot for Agents — $15 per license/month

This is the flagship module and what most teams start with. Your agents get an AI assistant that sits alongside every ticket, ready to help in real time. When a complex ticket comes in, Copilot instantly summarizes the conversation, identifies the customer's sentiment (frustrated, satisfied, urgent), pinpoints the key requests, and suggests relevant resources from your help center.

When it's time to reply, agents don't start from a blank slate. They type a few keywords—say, "refund policy applies"—and Copilot generates a complete, professionally toned response in the customer's language. The system pulls from your Help Center articles and macros to ensure accuracy. Agents can also fine-tune the response with one click: shorter, longer, more friendly, or more formal. All replies maintain whatever brand voice you've configured.

Auto Reply AI Agent — $99 per 500 replies/month

For high-volume teams ready to automate completely, this module takes over the entire response process. The AI writes and sends replies autonomously—still respecting your brand guidelines and tone. This works especially well for common inquiries like order status, password resets, or shipping updates.

AI Ticket Translations — $8 per license/month

This module gives your team true multilingual superpowers. Agents can read any incoming ticket in its original language and compose replies that translate automatically into the customer's tongue. With support for 80+ languages, your team effectively becomes fluent in all of them—without actually learning a new language.

AI Knowledge Base — $15 per Zendesk instance/month

Stop hunting through multiple systems for answers. This module lets agents search your entire knowledge ecosystem—Help Center articles, macros, past internal notes—using natural language queries right from within the ticket. If the answer exists anywhere in your knowledge sources, AI Knowledge Base finds it instantly.

Past Tickets Search AI — $99 per 30k tickets storage/month

"Your team has seen this before." This module indexes your entire ticket history and lets agents find similar cases in seconds. Instead of scrolling through endless lists or relying on imperfect memory, agents type "customer reported broken strap on Order #1234" and immediately see how similar issues were resolved in the past.

Ticket Fields AI Agent — $49 per 500 tickets/month

Manual data entry slows everyone down. This module automatically fills standard ticket fields—category, priority, product type, issue type—based on the ticket content. Two clicks, and the ticket is properly categorized and routed.

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Who's Using Macha AI

Not sure whether Macha AI fits your team? These real customer stories illustrate how different types of support organizations benefit:

Mymuesli — Multilingual Support Without Extra Hire

The challenge: Mymuesli, the German cereal brand, serves customers across Europe. Their support team needed to handle Dutch and French inquiries but didn't want to hire dedicated agents for each language.

The solution: With Macha AI's translation and copilot capabilities, agents read Dutch and French tickets in their original language and respond with AI-generated translations—without speaking a word of Dutch or French themselves.

The result: "Macha AI completely changed how we handle international support. Without hiring additional agents, we now deliver high-quality Dutch and French responses." — Yasmin John, Head of Customer Support, Mymuesli

Sushi Bikes — Speed That Scales

The challenge: Sushi Bikes needed their Zendesk workflow to be as seamless as possible. Agents were spending too much time composing responses from scratch.

The solution: Using AI Copilot, agents type a few keywords and let Macha AI generate the complete customer message. The integration is so tight it feels like a native Zendesk feature.

The result: Each ticket saves approximately 5 minutes in response time. "We were very satisfied with Macha AI. The integration within Zendesk is very high—you can quickly write customer messages with just a few keywords." — Johannes Lenz, Customer Support Lead, Sushi Bikes

Seabra — Brand Consistency Across 9 Languages

The challenge: Seabra provides customer support in 9 different languages. Ensuring every reply reflected the brand's voice, regardless of which agent handled it or which language it was written in, was nearly impossible.

The solution: By configuring an AI persona in Macha AI, every outgoing response automatically matches the brand's tone and style—regardless of language. The Auto Reply agent also ensures responses are written in the same language as the incoming ticket.

The result: "Automatically responding in the same language as the ticket was a huge win for us, since we offer support in 9 languages." — Daniela Costa, Head of Support, Seabra

Zentana — Learning from History

The challenge: Zentana's support team wanted faster access to past ticket resolutions to inform current responses, but their ticket history was too massive to search manually.

The solution: Past Tickets Search AI indexed their entire ticket history. Now agents find similar cases instantly and use past resolutions as reference points.

The result: "Response times improved by 40%." — Marius F, Support Head, Zentana

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Macha AI Pricing Plans

All pricing is transparent, and every plan comes with a 7-day free trial—no credit card required, no contracts, no minimum seats.

Universal policies across all plans:

• 7-day free trial on every module—no credit card needed
• No contracts: Cancel anytime, no commitment
• No minimum seats: Use with 1 agent or 100
• Usage-based modules: Auto Reply, Ticket Fields, and Past Tickets modules charge based on actual usage, so you only pay for what you process

Which plan fits your team?

• Small teams (1-5 agents): Start with AI Copilot + Translations — roughly $23 per agent monthly. This covers most daily needs.
• Growing teams (5-15 agents): Add AI Knowledge Base for faster help center access and Ticket Fields AI Assistant to reduce manual data entry.
• Enterprise or high-volume: Layer in Auto Reply for automation and Past Tickets Search to leverage your historical data.

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Frequently Asked Questions