What is the main function of triggers in Zendesk?

The main function of triggers in Zendesk is to perform actions automatically based on specific conditions. Triggers are automation tools that allow users to set up rules that take effect when certain criteria are met in a ticket. For example, when a new ticket is created or updated, a trigger can automatically send an email notification, assign the ticket to a specific group, or change its status. This functionality enhances workflow efficiency by reducing the need for manual interventions and ensuring that tickets are managed promptly and accurately according to predefined rules.

The ability to respond to changes in ticket status or content with automated actions is what makes triggers particularly powerful, thereby streamlining customer support processes and improving response times. The other options, such as managing billing inquiries, categorizing tickets, or tracking purchase history, are different functionalities within Zendesk but do not capture the core purpose of triggers.