What is the main function of ticket forms in Zendesk Support?

The main function of ticket forms in Zendesk Support is to customize the ticket submission interface. This allows organizations to create tailored forms that gather specific information relevant to their workflows and the types of issues customers may present. By customizing ticket forms, businesses can streamline the submission process for users, ensuring that the right fields are available based on the context of the request. This leads to better-organized tickets and aids in ensuring that agents have all the information they need to address customer issues efficiently.

While enhancing agent productivity can be an indirect benefit of having well-designed ticket forms, the primary aim is to provide a customized interface that meets the needs of both customers and support teams. Managing customer complaints is more of an outcome of effective ticket handling rather than a direct function of ticket forms. Similarly, assigning tickets to specific agents involves workflow management but is not a function of the ticket forms themselves. Therefore, the correct answer highlights the importance of customization in improving user experience and optimizing support processes.