Routing & triage
- Auto-assign by request type, component or keyword
- Set priority from impact and urgency fields
- Escalate when an SLA is about to breach
Customer communication
- Remind customers when a ticket is waiting on them
- Auto-close resolved tickets after a set period
- Notify stakeholders on major incidents
Housekeeping
- Flag stale tickets
- Sync related issues and sub-tasks
- Create onboarding / offboarding task lists
Keep rules maintainable
- Use a naming convention and owner for every rule
- Prefer project-scoped rules over global
- Review the audit log for failures monthly