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Category detected Password & login Open Solved Incident #8421

Works on any help desk

Can't log in after resetting my password

Antonio Rossi · 2 min ago

Hi, I reset my password about an hour ago but I still can't log in — it keeps saying "invalid credentials". We're on the Business plan. Can you help?

Macha AI agent · just now

Fetched ticket & customer context

Found the fix in your Notion runbook

Updated fields, tagged & assigned

Thinking1s

Public reply Internal note

Public reply · Autonomously sent to the customer Internal note · Waiting for human approval Hi Antonio! A reset can take a few minutes to sync, and an old session often caches the previous password. Please sign out everywhere, clear your cache, and open the fresh reset link I've just re-sent — that should get you back in. I've tagged this login and looped in Tier 2.

Completed in 10.4s ·

3 tools used Tools used

Get ticket & custom fields

Read the login runbook (Notion)

Update fields, tag & assign

Macha AI Connects to every doc and every tool Open Ticket #4471

Unable to export my analytics report

Sentiment: Frustrated

Elena Duarte · reported via the portal · 5 min ago

Hi — I keep getting a timeout when I export the monthly analytics report as a PDF. We're on the Business plan. How do I get the full report?

Diego · Support Agent Public reply · sent just now

Hi Elena! The PDF export times out when a report is over 50 MB. Narrow the range to the last 14 days in Analytics → Reports, then export — that keeps it under the limit. Happy to help if it persists.

Drafted with Macha · sent from your account

AI Copilot

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Hi! How can I help with this ticket?

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Key points

Draft a reply

Draft a reply — look up our export limits

Read the ticket

Searched help center

Read Notion runbook

Drafting…

Hi Elena! The PDF export times out when a report is over 50 MB. Narrow the range to the last 14 days in Analytics → Reports, then export…

Public reply sent to ticket #4471

Message Macha AI… ↑

AI can make mistakes, please check responses.

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Hi! What can I help with today?

How do I export my dashboard to PDF?

Searching your help center…

You can export any dashboard as a PDF from the top-right Export menu → PDF. For big date ranges, narrow to the last 30 days so it stays under the 50 MB limit; for full history, use Scheduled exports and we'll email you the file.

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Start free — see it on your own tickets

Trusted by teams globally

Added knowledge from 3,669 tickets and articles

@accountAgent

Sonnet 5

Resets, lockouts, 2FA

1,284 tickets solved a month

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GPT-5.4

Invoices, receipts, failed payments

862 tickets solved a month

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Sonnet 5

Tracking, delays, address changes

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AI agent grades itself

86% followed your instructions

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Multiple AI agents.
One support system.

Create an AI agent for each area of support you want handled. Every one of them works the same way.

It learns from your past tickets

Every ticket your team has already answered, plus your help centre and your docs.
It connects to the tools it needs

Zendesk, Shopify, Stripe, Notion, Slack and more, to look things up and to take action.
It grades its own work

Every ticket it closes is scored against your instructions, and anything that slips gets flagged.

Start with one category.
Add more as you go.

Choose the support work you want AI to own. Macha gives each agent the knowledge and tools it needs to handle tickets from start to finish.

Ticket category

Password & login

Help customers who can't log in by searching the knowledge base and replying with reset steps

Say your categories

Tell us what you want AI to handle, in plain English.

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Tools for the AI

Give the AI what it needs

Connect the tools and information your agent needs to do the job.

Reply to ticket

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Macha reads, resolves, replies, and takes action on every matching ticket.

How support teams use Macha.

Support leads on what changed once the repeat tickets stopped arriving.

The implementation didn’t feel like “work”.

Macha runs the front line of our candidate and reference support in Zendesk, a few thousand tickets a month. It triages everything that arrives, answers what it can in our own approved wording, and passes the rest to my team.

Nicole Garelick

Director of Support · Crosschq

No guessing, and it escalates the moment it isn’t certain.

Macha runs our Rewards claims support in Freshdesk, a few thousand a month. When a customer says their cashback is missing, the agent reads the whole thread, looks the purchase up in our own system through a custom integration they built against our API, and answers on what it actually finds.

Saad Hashim

COO · Sprive

They tuned each agent with us until it held up.

Macha runs the front line of our Zendesk across both our brands, around six thousand tickets a month in German, English, French and Dutch.

Yvonne Panarin

Customer Support Manager · myposter

Your AI agent grades
its own performance.

Every closed ticket is scored against the rules you wrote. Did it verify the account? Did it escalate when it should have? Misses are grouped by rule, so you can see exactly what to fix.

Learn about evaluation

Tickets following your rules

86%

↑ 4% vs last week

Followed 312

Partly 48

Missed 11

Last 30 days

@refundAgent

371 tickets checked

Jun 18Jun 25Jul 2Jul 9Today

Needs attention · 22 tickets

Before approving a refund, ask the customer for the reason for return.

We caught it on July 2 and had it back the next day.

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Frequently Asked Questions

Can't find what you're looking for? Talk to us

Zendesk, Freshdesk, Gorgias and Front. The agent works inside the help desk you already use: same queue, same views, same macros. There is nothing to migrate and nothing new for your team to learn. Tickets it handles get closed in your help desk like any other, with a full trail of what it did.

Yes, end to end. Our team reads through your past tickets to learn how you actually answer, builds the agent, connects the tools it needs and gets it live on your help desk. You review the wording and approve it before anything reaches a customer. Your side of it is usually one call to pick the category and one review pass.

Any app your team already uses: Shopify, Stripe, Slack, Notion, Google Workspace and more, plus your own internal systems through a custom integration. It uses them to do the work, not just to look things up: pulling a live delivery date, issuing a refund, updating an address, checking a subscription. If a ticket takes three tools to resolve, it uses three.

Yes. We build a custom integration against your API so the agent can read from and write to your own systems, and that build is part of the setup rather than something you scope separately. Customers run their order and account look-ups this way today, so the agent answers on what it finds in your system instead of guessing from the ticket.

Yes. Each agent handles one category and has its own instructions, tools and approved wording, so they never bleed into one another. Most teams start with a single category, watch it for a couple of weeks, then add the next one once they trust it.

It stops and hands the ticket to your team with everything it has already gathered attached: what it looked up, what it found, and why it paused. It never guesses at a customer, and anything you tell it to always escalate goes straight to a person.

Days, not months. Most teams have their first category running within a week of the kick-off call. The slowest part is usually your review of the wording, not our build.

Nothing to start: $50 in credits, no time limit and no credit card. That is enough to run a real category against real tickets, so you can judge it on your own queue rather than on a demo.

Put an AI agent on your first category.

Tell us which tickets your team answers over and over. We build the agent, connect your tools, and get it live on your help desk.

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