Turn past tickets into usable knowledge articles

Support teams solve a wide variety of tickets — but most of that knowledge stays buried inside past tickets. Past Tickets AI Knowledge Base by Macha helps you unlock that.

⚙️ How it works

• The app reads your solved Zendesk tickets
  
• Similar tickets are grouped and converted into AI Solutions
  
• AI Solutions are added as internal knowledge (inside the Macha dashboard)
  
• The app checks whether this knowledge exists in your Help Center
  
• Missing or incomplete documentation is identified
  
• Approved solutions can be published directly to Zendesk by admins
  

❤️ Why admins love this app

🔍 Identify gaps in your Help Center
Past Tickets AI compares AI Solutions against your existing Zendesk Help Center and highlights missing articles, partial coverage, and outdated information — with confidence scores to guide action.

📚 Turn ticket history into a living Knowledge Base
Every AI Solution becomes a reusable knowledge block that can be reviewed, refined, and reused across the team — instead of being lost in tickets.

✍🏻 Publish to Zendesk with confidence
AI Solutions can be published directly to your Zendesk Help Center, helping you turn solved support tickets into official documentation with just a few clicks.

🙋‍♀️ Built for human control
Nothing is auto-published. Admins stay fully in control of what becomes customer-facing knowledge.

Who this app is for

Ideal for Zendesk teams that:

• Solve a high volume of repeat or technical questions
  
• Want a systematic way to build and maintain documentation
  
• Struggle to keep Help Center content accurate and up to date
  
• Prefer curated, admin-approved knowledge over auto-generated articles
  
• Want visibility into what their Knowledge Base is missing
  

🧩 Explore the complete Macha AI app suite

Discover all our Zendesk apps here: Macha AI App Suite

Got questions?
Just write to us at support@getmacha.com

Learn more about us at getmacha.com
Book a demo or onboarding session: Book a Quick Slot

🔐 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 ticket data.

• 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.