How can workflows be optimized in Zendesk?

Utilizing triggers, automations, and macros is a key way to optimize workflows in Zendesk. Triggers can automatically perform actions based on specific conditions or events, ensuring that tickets are responded to promptly and efficiently without requiring manual intervention for every single action. Automations can perform time-based actions, such as closing tickets that haven't received a response after a certain period, helping to keep the ticket queue manageable. Macros enable agents to respond quickly to common inquiries by providing predefined responses and actions, significantly speeding up the handling of repetitive tasks.

This combination of features allows for a more streamlined approach to ticket management, reducing delays, improving response times, and ensuring that agents can focus on more complex issues, which enhances overall customer satisfaction.

The other options do not effectively contribute to optimizing workflows. For example, while introducing artificial intelligence could assist with certain tasks, it might not handle all tickets effectively and could complicate the workflow if not implemented correctly. Reducing the number of tickets per agent could lead to underutilization of resources and inefficiencies. Disabling old workflows is beneficial, but it does not inherently optimize workflows; instead, it simply removes outdated processes without enhancing efficiency in current operations.