Past Tickets AI by Macha
AI that learns from your past tickets — and helps solve new ones
About this app
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 AI Solutions so your agents can instantly find and reuse proven fixes for similar issues.
Start your free trial — no credit card required.
Get started in minutes
Most teams complete setup in just a few minutes.
Why admins love Past Tickets AI by Macha
- Convert solved tickets into knowledge: Macha AI reads your past solved tickets and creates clean, structured problem + solution AI Solutions.
- Instant answers from past tickets: When new tickets arrive, agents instantly see similar AI Solutions — complete with references to the original tickets they came from.
- Shared team knowledge: Turn individual agent experience into a shared, searchable knowledge base for your entire team.
- Always improving: Each ingestion helps refine and consolidate Solutions, keeping knowledge accurate and relevant.
- Perfect for growing teams: Especially useful for teams handling high volumes of technical or repetitive tickets without time to document everything manually.
How it works
- Ingest past tickets: Connect your Zendesk account and let Macha AI read your solved tickets.
- AI analysis: The app identifies common problems and extracts their solutions, grouping similar tickets into AI Solutions.
- Knowledge creation: Clean, reusable problem–solution documents are created automatically.
- Agent reuse: Agents see relevant AI Solutions directly inside Zendesk when working on new tickets.
This is how agents see suggestions from past tickets directly inside the Zendesk workspace.
Who it's for
Support teams that:
Solve a high volume of repetitive or technical tickets
Often search through solved tickets to find past fixes
Struggle to keep internal documentation or Help Center articles up to date
Want to preserve team knowledge as they scale
Explore the complete Macha AI app suite
Discover all our Zendesk apps here: Macha AI App Suite
Got questions?
Just book a demo or on-boarding session with us. Or write to us.
Explore all our Zendesk products at getmacha.com
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 knowledge — while excluding customer details and raw tickets.
- Strict Data Encryption: All stored data, including AI Solutions, 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.
App details
How to install
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 and generate AI Solutions.
Start seeing relevant Solutions from similar past tickets directly inside Zendesk via the Past Tickets AI widget.
That's it — your ticket history is now a searchable, reusable knowledge base.
Start Using Instantly
Setup takes just a few minutes — no tagging or complex 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 knowledge — while excluding customer details and raw tickets.
- Strict Data Encryption: All stored data 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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