What are automations, and how do they work?
Automations are business rules used to define conditions and actions to modify ticket properties. They also allow sending email notifications to customers and agents.
Automations are time-based; they execute when a time event occurs after a ticket property is set or updated.
All automations run once every hour on all non-closed tickets, and not necessarily at the top of the hour, see Why do my automations not run at the top of the hour?
For a detailed list of features and functionalities, see About automations and how they work.