Automation Rules is 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.
Go to Admin Panel.
Click on Automation Rules.
Click on Add New Rule.
Enter the name description of the rule.
Enable the Active toggle button.
Specify the conditions.
Click on save changes.