What is the main purpose of Triggers in Zendesk Support?

The main purpose of Triggers in Zendesk Support is to automatically perform actions when certain events occur. This feature allows administrators to set specific conditions under which automated responses or tasks will be executed. For instance, when a ticket is created or updated, a trigger can automatically send an email notification to an agent or customer, escalate the ticket if it remains unanswered for too long, or assign it to a specific team based on keywords. This automation significantly enhances efficiency and ensures a timely response to customer inquiries.

The other options do not capture the primary functionality of Triggers. Tracking the performance of agents is typically handled through reporting tools and metrics rather than through automated triggers. Creating tickets is a fundamental feature of the system but does not specifically relate to the automation capabilities that triggers provide. Lastly, while ticket types can be managed in Zendesk, triggers do not directly allow for the editing of ticket types, as they focus more on automating responses and actions based on given criteria.