Automate ticket field entry — lesser manual work, faster triage, cleaner data

As new tickets arrive, Ticket Fields AI reads the message and fills your defined fields instantly.

Admins can add custom instructions for each field or let the AI decide based on context.

Start your free trial — no credit card required.

Why admins love Ticket Fields AI by Macha

• Instant field automation: As soon as a ticket is created, the AI reads the message and fills your selected ticket fields — no agent effort needed.

• Custom instructions per field: Define exactly how you want each field filled. Add unique rules, keywords, and instructions so the AI behaves just like your team would.

• Works with all major field types: Supports dropdowns, text fields, date fields, checkboxes, and number fields — ensuring your most important data points stay accurate.

• Better reporting & cleaner insights: Accurate fields mean better dashboards in Zendesk Explore — clearer trends, improved root-cause analysis, and more reliable insights.

• Save hours of manual work: Eliminate repetitive field entry across every ticket so agents stay focused on customer conversations.

• Consistent team-wide workflows: AI fills fields the same way every time — reducing inconsistencies and improving routing.

How it works

1. Choose fields to automate: Select which Zendesk ticket fields the AI should fill.
2. Add instructions: Give field-by-field instructions on how each field should be filled.
3. AI reads the ticket: AI understands the message and fills the fields instantly.
4. Review (optional): Agents can adjust values anytime — full transparency.

Who it's for

Support teams that:

• Spend time manually updating ticket fields on every ticket

• Want more accurate reporting without extra agent effort

• Need consistent triage and routing to meet SLAs

• Prefer clean, structured data that improves operational visibility

• Want to reduce repetitive work and agent fatigue

Got questions?

Book a quick demo or onboarding session: Book Quick Slot
Or write to us anytime at support@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 content—while excluding customer details and 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.

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Learn how we Protect and Process Data

Got questions? Just write to us.
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