Supervision Rules

These are time-based rules that you can create to send alerts, update fields, or create tasks. They are time based, meaning that they run every hour, and if a ticket for fills the criteria, then the action is carried out.

Think of how useful it would be to auto-close tickets that have not had a client response in more than two weeks or to alert agents that a ticket is waiting for them if they have not responded within two days of ticket creation.