Trends & Topic Insights by Pluno vs ChatGPT AI Copilot by Macha

Why teams use it Automatic topic discovery: AI clusters your tickets into meaningful topics and subtopics, revealing patterns you would never find manually. Guided analysis: Ask questions in plain text like "Show me churn risk signals" or "Which product module has the most issues?" and get focused insights. Proactive trend detection: See which topics are rising or falling over time, so you can act before small issues become big problems. Multi-brand segmentation: Analyse topics independently across different brands or product areas. Drill down to the source: Every insight is backed by real tickets. Click through to see the exact conversations behind the data. How it works Analyse tickets with default topic discovery or guide the AI with a specific question. Explore the interactive cluster visualisation to uncover patterns, trends, and root causes. What's included Smart Topic Clustering: Automatically groups tickets into hierarchical topics and subtopics based on content and context. Plain-Text Query Engine: Ask anything: "Analyse product feedback", "Find login issue resolutions", "Identify VIP customer concerns". Trend Analysis: Compare recent vs historical data to spot emerging issues and declining topics. Brand Filtering: Segment insights by brand for targeted analysis. Interactive Visualisation: Explore topic hierarchies with an intuitive interface designed for fast navigation. Ticket-Level Evidence: Every cluster links directly to the underlying tickets for full transparency. Example queries "Analyse the main reasons customers contact support" "Which product module out of Billing, Shipping, and Returns has the most tickets?" "Analyse tickets where users show signs of churn risk" "Which topics have the worst customer sentiment?" "Find the most common ways login issues were resolved" "Analyse all product feedback and feature requests" Pricing Free forever. FAQs How accurate is the clustering? The AI uses advanced language models to understand ticket content in context. Clustering quality is continuously improved, and you can guide results with specific queries for even more relevant groupings. Can I analyse specific subsets of tickets? Yes. Filter by date range, brand, or any other Zendesk ticket attribute before running your analysis. How is this different from Zendesk Explore? Zendesk Explore shows metrics on fields you already track. Trends & Topic Insights discovers patterns in the actual content of conversations, revealing issues you might not have known to look for. Can I share the results? Yes. Invite colleagues to view topic clusters and ticket lists for further analysis or sharing with stakeholders. Does it work with multiple languages? Yes. The AI understands and clusters tickets across languages automatically. Security & Compliance SOC 2 Type II certified; scoped permissions only; documented retention. Data used solely to provide the feature; no third-party resale. Read our security and data protection policies. Support & Maintenance Reach us via our website or email Fast response times: within a few hours Onboarding help is available Weekly feature updates and improvements Follow our changelog Installation Instructions Installation takes less than 10 minutes. Visit our website to get started.

AI Agents for Your Zendesk Workflow Macha AI is a platform that helps you build an AI agent for your specific support workflow — inside and outside Zendesk. Our Autonomous Agents can automate workflows on Zendesk or even your external tools (Confluence, Stripe, Shopify and more...). Our Agent Copilot helps your agents solve tickets faster — through the Macha widget right inside Zendesk. 🔧 Build any AI agent — in minutes Write instructions in plain English. Pick the tools and knowledge sources each agent can use. Build one agent for triage, another for knowledge base lookup, another for bug escalations — each scoped to the exact tools and data it needs. And yes — we've built an AI agent that helps you build AI agents. ⚡ Automate any Zendesk workflow Decide which ticket gets processed by which agent via Zendesk or custom webhook triggers. Each agent then runs all the actions it's been assigned to execute — assign ticket, change status, add suggested reply for agent review, reply to customer… What part of the workflow you want to automate is yours to define. 🔌 Your full support stack, connected Macha is the layer that ties every tool you already use into your support workflow. Macha Agents can pull records from Google Sheets, post messages to Slack, update your Airtable, charge or refund in Stripe, reference Confluence docs — with read and write access scoped to exactly what you allow. 🔗 Connect your niche tools and APIs Got an internal tool no other AI platform integrates with — a legacy database, a knowledge base repository, a custom API? Macha connects to it directly. Build it yourself with our AI tool builder, or have your dev team wire it up in minutes. No consulting contract. No multi-month implementation. Get your agent running fast. 👩‍✈️ 🤖 Two ways to work 👩‍✈️ Zendesk Copilot — the Macha widget opens as a side pane in your Zendesk ticket view. @-mention any agent and help your agents solve tickets faster. 🤖 Autonomous Agents — set up triggers, instructions, tools, and sources, and let them run autonomously on Zendesk tickets. Got questions? Learn more 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 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. View our Privacy Policy. Learn about our Security. Learn how we Protect and Process Data.