SnapCall Visual AI vs Past Tickets Search AI by Macha

🔍 AI powered search for past Zendesk tickets Support teams solve similar issues every day, but finding the right past ticket to reference is often slow and frustrating. Past Tickets Search AI by Macha solves that by helping agents quickly find relevant past tickets directly inside Zendesk. Start your free trial — no credit card required. 🫰 Getting started Get started in just a few minutes. ❤️ Why support teams love Past Tickets AI Search by Macha ⚡ Find similar tickets in seconds: Agents can quickly find similar past tickets without relying on memory, teammates, or manual searching. 🛠️ Search without leaving the ticket: The app lives inside the Zendesk sidebar, so agents stay focused on the ticket they're working on. 📈 Grows with your ticket history: Choose a plan based on how many past tickets you want available for search as your support operation grows. ✨ One job, done well: This app does one thing well: search past tickets fast. 💡 Resolve issues with confidence: Reduce time spent digging through old tickets and help agents resolve issues with confidence. ⚙️ How it works 🤝 Who it's for Past Tickets AI Search is built for support teams that: Handle recurring or similar customer issues Want a faster way to find relevant past tickets Prefer simple, focused tools over complex systems Want to help agents work more efficiently without changing existing processes 💲 Pricing Pricing is based on how many past tickets you want available for search. 🧩 Explore the complete Macha AI app suite Discover all our Zendesk apps here: Macha AI App Suite Got questions? Just write to us at [email protected] 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.

SnapCall in few words: Visual AI platform for resolution & Trust SnapCall is embedded seamlessly across all Zendesk channels — ticket, forms, chat, messaging, SMS, voice call, chatbot, and voicebot. And from QR, scheduling interface. SnapCall is triggered through automation or agents, enabling customers to record visual evidence (images, videos, PDFs…) on their own — or capture it alongside an agent via a live video call for real-time assistance. SnapCall analyzes all visual content instantly — whether newly captured by SnapCall interface or already attached to the ticket — turning it into clear, actionable insights. SnapCall displays all media in a powerful in-ticket viewer, with insights automatically added to notes and custom fields. SnapCall is SOC 2 compliant, privacy-first, and ensures no media is stored inside Zendesk. Proven KPI: 46% reduction in resolution time +16% increase in First-Contact Resolution (FCR) Significant improvement in CSAT scores Key Features Make your existing customer’ attachments more powerful with AI (extract data) Your tickets already contain valuable visual evidence — mainly PDFs and images. SnapCall makes these attachments truly powerful by displaying them clearly in the ticket, extracting key information, and analyzing everything instantly with AI according to company use cases. Let customers capture by their own new visual evidence through an AI guided experience Because visuals dramatically improve efficiency, avoiding endless back-and-forth, SnapCall gives customers an easy, guided way to capture new media, including videos, screen record (the preferred channel for end customers), images, and documents. They follow a simple, intuitive customisable flow directly — ensuring you receive accurate and high-quality visual evidence without back-and-forth inside Zendesk This led to drive journey to more automated resolution Let customers escalate to an agent to capture visuals for complex situations When a case is more complex, sensitive, or high-value, SnapCall lets customers escalate seamlessly to a live video call with an agent. Together, they can capture the exact visual evidence needed, ensuring clarity, confidence, and faster resolution. Snapcall Medias viewer inside Zendesk SnapCall centralizes all medias, adds AI insights, and fills custom fields and ticket notes automatically so agents or bot can resolve cases faster. SnapCall integrations SnapCall delivers a best-of-breed experience by embedding leading solutions directly into our interface and Zendesk — creating one seamless workflow for agents and customers. Scheduling with Cal.com — fully embedded Real-time agent availability One-click booking from the ticket Automatic sync and updates in Zendesk KYC & Identity Verification — built in Instant ID verification requests Secure capture of video evidence or documents Full validation without leaving Zendesk Reduced ticket time and lower fraud risk Our best use cases Fraud prevention,Delivery issue qualification, Product/ Goods issue qualification, Software issue qualification, Document, attachment analysis, KYC, IT/ITSM - main offices, Facility management - IT/ITSM - Stores/ location/Franchise, Tech on site Visit snapcall.io to get started! Need help? Check out our support documentation or book a demo with our team. Learn more about our privacy and security practices here