No-code rules that fire when a ticket is created or changes, matching conditions and running actions: set a field, route to a group, comment, or notify.
No-code rules act on new tickets automatically: route by category, escalate criticals, or acknowledge common requests.
For the operator
An admin builds rules in plain terms: when an incident comes in tagged network, set priority high, assign the L2 group, and post the runbook. Rules run the instant a ticket is created or transitions, in order, each isolated so one bad rule can't break the rest.
Business impact
The repetitive triage that eats an agent's morning, tagging, routing, prioritizing, happens automatically and consistently. Tickets land on the right desk at the right priority without a human deciding every time.
