Automation Rules is a powerful feature within Team Support that allows you to create rules for handling tickets. Whenever automation rules are applied, some validations are skipped.
Scenario: Suppose some ticket fields are required to close the ticket.
There are two ways to close the ticket:
Manually: Whenever an agent closes the ticket manually, all required field validation will be triggered.
With Automation Rule: Whenever the system closes the ticket based on the defined automation rule, the ticket will get closed, and the field validation will be skipped.
Steps to set automation rules:
Log in using your admin account.
Go to Settings > Automation Rules > New Rule.
Fill out the form and click on the Create Rule button.