Add scripting language
Some logic is too complicated for automation rules to handle, so adding a built-in scripting language would be great.
Simple JavaScript or C# code snippets that can be invoked from the existing rules engine, like:
When ticket is created run this:
var userId = ticketObject.userId;
if(userId == 321)
API.AssigneTicket(techId);
For those of you who'd like to use complex "IF" conditions in their ticket automation - with combined AND an OR operations - we suggest using "nested rules" feature, that allows exactly this kind of operation.
We will keep exploring other ways to introduce more complex support automation, just without a scripting language.