Automation rules is an
"if this - then do that" engine built-in right into the helpdesk app. You can read more about it here.
Basically, a rule says "when
X happens - and
Y conditions are met - do
Some great examples are:
Every rule has three parts:
a trigger, one or more
conditions and one or more
trigger can be "new ticket created" or "ticket becomes overdue" etc.
Condition can be "ticket is assigned to John" or "ticket comes from company XYZ" etc. An
action can be "close the ticket" or "add a reply" etc.
IMPORTANT NOTE: time based automation rules ("ticket becomes overdue" and "ticket hasn't been updated for X hours") run ONLY ONCE for a given ticket. Otherwise, say you have set up an overdue alert for your tickets - and you would be getting this alert every hour, forever, because the ticket would STILL be overdue (until someone moves the due date).
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