Automate Cases with Rules

• Assignment rules automatically assign new cases to the appropriate users or queues. You can make users members of a queue and any member can take ownership of the cases within the queue.
• Escalation rules automate the escalation of cases by specifying what actions to take when cases aren’t resolved within a certain amount of time.
• Auto-response rules determine what email templates to use in emails to case contacts and owners when the case meets specific criteria. For example, send customers who submit feature requests an email template that thanks them and provides information about your product development process.

To get started, see Automate Case Processing with Rules.