Automations (also known as "business rules" or "automation rules") allow you to automate common tasks on particular subsets of cases.
One of the most common uses for automations is to build workflows that help move cases their arrival in the support queue through to a speedy and satisfactory resolution. You build automations by first specifying a set of criteria and then defining an action the automation should take.
For example, you could build an automation that would look for any cases assigned to your sales team that are set to high priority, and then email the sales team lead with a notification about the case.
Powerful automations are one of the biggest advantages to working with a customer service platform like Kayako.