What is the purpose of automation in Zendesk?

The purpose of automation in Zendesk is to perform actions on tickets based on certain conditions without requiring manual input. Automation is critical for streamlining workflows and improving efficiency within customer support processes. For example, automation can be set up to automatically close tickets that have not received a response after a certain period, or to escalate tickets to a higher priority based on specific criteria. This reduces the need for agents to monitor each individual ticket constantly and allows them to focus on more critical tasks, enhancing the overall responsiveness of the support team.

In contrast, the other options do not accurately depict the primary function of automation in Zendesk. Creating new custom fields automatically is typically managed through configuration settings rather than automation. Deleting outdated tickets is usually handled manually or through specific predefined rules rather than general automation. Combining multiple agent responses into one does not fall under the typical automation functions and is more related to ticket management and collaboration features.