Automations allow actions to be taken on tickets automatically. They can send alert emails or escalate tickets based on some conditions on the ticket.
- A ticket has not been updated in 5 days, and is in 'Open' status > Send email to ticket assignee and manager and escalate to 'Urgent'.
- A ticket has been in 'Solved' status for 7 days with no update from user > Change ticket to 'Closed'.
- A ticket has been in 'Information Requested' status for 3 days > Send email to ticket submitter.