Automation rules is a powerful feature that allows you to create rules for handling custom workflows. With automation rules, you can schedule to do anything when a ticket is created or updated.
Here are some scenarios:
Automatically assign the tickets to Billing group if the subject of the ticket contains "Bill" or "Payment"
Automatically mark a ticket as Spam when it is created by customers having
@example.comin the email
Close stale tickets after 7 days of inactivity
If there's no update on an Urgent ticket, send an email to Joe