What is an Automation in the context of Zendesk Support?

In the context of Zendesk Support, Automation refers to a mechanism that allows actions to be carried out automatically after a specified time and when certain conditions are met. This feature is designed to help support teams manage their workflows more efficiently by automating repetitive tasks that would otherwise require manual intervention.

For example, an automation can be set up to send a follow-up email to a customer if a ticket has been open for a certain number of days without a response. This not only improves customer engagement but also ensures that support metrics are maintained without requiring the team to constantly monitor every ticket. By specifying conditions such as ticket status or priority and defining actions like sending messages, changing statuses, or assigning tickets, automation helps streamline processes and improve overall service quality.

The other options do not align with the definition of automation in Zendesk. A manual process for ticket resolution would lack the efficiency and consistency that automation provides. A predefined response might refer to macros or triggers, which serve different purposes in handling standard queries but are not driven by time or condition-based actions. Lastly, a template for creating new tickets does not involve automation since it pertains to the initial data entry rather than the management and follow-up of existing tickets.