Macha

Overview

Macha is an AI agent platform designed for customer support teams that want to work on top of their existing help desk rather than replacing it. It adds autonomous AI agents to Zendesk, Freshdesk, Gorgias, or Front, and connects them to the rest of your stack — including commerce platforms, productivity tools, and custom internal systems — to resolve tickets and automate workflows end to end. Your first agent can be live in minutes, using only the wording you have approved, and it escalates to a human agent the moment it is not fully confident.

At the core of Macha is a set of practical, production-ready capabilities. Agents read every incoming ticket, gather customer and order context, look up runbooks and policies in tools like Notion, and then update fields, assign tickets, add tags, and send public replies or internal notes. A built-in AI Knowledge Builder converts historical tickets into a reusable knowledge base, while a website chatbot brings the same agent to your site. For teams that want deeper control, Macha offers a Chrome extension copilot for every browser tab, a build copilot called Sidekick, custom tools that can wire any HTTP endpoint, and the ability to ship agents directly from the terminal using Claude Code or Codex.

Macha is built for trust and continuous improvement. Every conversation is graded automatically, and teams can run studies, simulations, and evaluations to test agent behavior before and after deployment. The platform connects natively to 16+ apps across help desks, commerce, and productivity categories, while also letting you bring any internal API as a custom tool. Pricing starts at $199 per month for professional use, with $50 in free credits for new teams to try the product without a credit card or time limit.

For customer support operations, Macha reduces repetitive workload, speeds up response times, and keeps humans in control. It works alongside your team to handle routine tickets, draft accurate replies, and escalate complex issues, all while maintaining your brand voice and policy compliance.

Core capabilities

Help Desk AI Agents

Autonomous agents that resolve tickets end-to-end on Zendesk, Freshdesk, Gorgias, and Front.

AI Knowledge Builder

Turns past tickets into a searchable, reusable knowledge base.

Website Chatbot

Embeds your AI agent directly on your website for customer self-service.

Chrome Extension

Provides a Macha AI copilot in every browser tab for quick ticket handling.

Sidekick

An in-Macha build copilot that helps you create and configure agents.

Claude Code & Codex Integration

Lets you ship and manage agents from your terminal.

Custom Tools

Connects any HTTP endpoint or internal system as a custom tool for your agents.

Continuous Evaluation

Automatically grades every conversation and supports studies, simulations, and evaluations.

Extensive Integrations

Native connectivity to 16+ apps, including Shopify, Stripe, Slack, Notion, Google Workspace, and Confluence.

Safe Escalation

Agents escalate to human agents the moment they are unsure, ensuring responsible handling of complex cases.

Use cases

Automatically resolving routine tickets such as password resets, refund requests, and account issues

Drafting accurate, brand-approved public replies and internal notes for support agents

Summarizing lengthy tickets and identifying key issues for faster resolution

Escalating complex or uncertain cases to human agents with full context

Building a knowledge base from historical tickets to reduce repeated questions

Deploying a self-service chatbot on your website to handle customer queries 24/7

Connecting support workflows with internal systems like Notion, Slack, or Shopify for end-to-end automation