What is the difference between triggers and automations in Zendesk?

Triggers in Zendesk are designed to respond in real-time to ticket events, such as when a ticket is created, updated, or when an end-user comments on it. They help streamline workflows by automatically performing specific actions immediately after the defined event occurs, ensuring that users receive timely responses or updates based on their interactions. This real-time processing is crucial for maintaining efficient communication and customer service effectiveness.

On the other hand, automations are scheduled processes that run at specific time intervals, typically focused on tasks that need to be completed after a set period, such as following up on unresolved tickets. This distinction of timing is essential in understanding how each function is utilized within Zendesk.

While options discussing the audience of triggers and automations or the limitations on who can set them may provide some interesting insights, the core functionality of triggers is their immediate response to events, which sets them apart as essential tools for engaging with customer inquiries rapidly.