What is the purpose of a Ticket Form in Zendesk?

The purpose of a Ticket Form in Zendesk is to collect relevant information from the End-User. When users submit a ticket, the form serves as a structured way to ask specific questions that help gather necessary details about their issue or request. This ensures that the support agents have all the information they need to resolve tickets efficiently and effectively. By customizing ticket forms, organizations can tailor the questions to align with their workflows and specific needs, improving the overall support experience for both the users and the agents.

The other choices do not directly represent the function of a Ticket Form. Automated replies are typically managed through triggers and macros rather than the forms themselves. While categorizing tickets by urgency is vital for support prioritization, this is more related to tags and ticket properties rather than the ticket form. Lastly, issuing refunds to customers is a transactional process that does not fall under the purview of ticket forms, which are primarily designed to facilitate information collection.