What functionality do 'ticket forms' serve in Zendesk?

Ticket forms in Zendesk are designed to accommodate varying types of inquiries by providing customized submission forms. This functionality allows organizations to tailor the information collected based on the specific needs of different types of customer requests or issues. By using multiple ticket forms, a company can streamline the submission process for customers, ensuring that the right information is captured upfront, which can lead to more efficient handling and resolution of tickets.

For instance, a company might have separate forms for technical support issues, billing inquiries, and general questions. Each form can request relevant details pertinent to those categories, making it easier for both customers and support agents to manage inquiries effectively. This enhances the overall customer experience, as it improves the clarity and relevance of the submissions received.

Other options focus on features or capabilities not inherent to the function of ticket forms. While ticket resolution automation is certainly a valuable capability in Zendesk, it does not relate to the specific role of ticket forms. Restricting ticket submissions to admins contradicts the purpose of facilitating customer communication. Lastly, while analytics on ticket types are important, they are a function of reporting and not directly tied to the specific purpose of ticket forms.