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Past Tickets AI by Macha
AI that learns from your past tickets - and helps solve new ones
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Support
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Macha AI
Use your past tickets to solve new tickets
Support teams solve the same problems repeatedly — but that valuable knowledge often stays buried in past tickets.
Past Tickets AI by Macha automatically converts your solved Zendesk tickets into reusable knowledge documents so your agents can instantly find and reuse proven fixes for similar issues.
Why admins love Past Tickets AI by Macha
- Convert solved tickets into knowledge: Macha AI reads your past solved tickets and automatically creates structured 'problem + solution' knowledge pieces
- Instant answers from past tickets: When new tickets arrive, agents instantly see similar issues and proven fixes — complete with references to the tickets they came from
- Shared team knowledge: Every ticket solved adds to your shared knowledge base so your whole team can benefit from what others have already resolved
- Always learning: Continuously updates knowledge base as more tickets are solved, ensuring your knowledge stays fresh and relevant
- Perfect for growing teams: Especially useful for high-volume support teams that struggle to document learnings or keep their Help Center up to date
How it works
- Ingest past tickets: Connect your Zendesk account and let Macha AI read your solved tickets.
- AI analysis: The app identifies common issues and their solutions, grouping similar tickets under one 'Issue.'
- Knowledge creation: It generates reusable problem–solution documents automatically.
- Ongoing learning: As your team continues to solve tickets, Macha adds new knowledge or refines existing ones.
Here's how your agents will see suggestions from past tickets, inside Zendesk.
Who it's for
Support teams that:
Solve a high volume of repetitive or technical tickets
Struggle to keep internal documentation updated
Want to make team knowledge reusable
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 content — while excluding customer details and raw tickets.
- Strict Data Encryption: All stored data, including knowledge base information, is fully encrypted for maximum security.
- PII Redaction: Any personally identifiable information (PII) is automatically redacted before data is stored.
View our Privacy Policy
Learn about our Security
Learn how we Protect and Process Data
Got questions? Just write to us. Explore all our Zendesk products at getmacha.com
Installationsanweisungen
Just 3 Simple Steps to Go-Live
Install the app from this marketplace page
Open the app inside your Zendesk dashboard and complete onboarding to ingest past tickets + create your knowledge base
Start seeing solution suggestions from similar past tickets directly on your Zendesk via the Past Tickets AI widget
Done — the app now automatically learns from your solved tickets and helps your team reuse proven solutions.
Start Using Instantly
Setup takes just a few minutes — no tagging or configuration required.
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 content — while excluding customer details and raw tickets.
Strict Data Encryption: All stored data, including knowledge base information, is fully encrypted for maximum security.
PII Redaction: Any personally identifiable information (PII) is automatically redacted before data is stored.
Need support? Just write to us at support@getmacha.com
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