Workflows add actions to Message Rules. There are 6 out of the box Workflows:

  • Notify All Recipients On Status Change Notify All Recipients When No Acknowledgement After 5 Mins Of Notifications
  • Notify All Recipients When No Assignment After 5 Mins Of Notifications
  • Notify Manager 1 Hr Before SLA If Not Resolved
  • Notify Owner 1 Hr Before SLA If Not Resolved
  • Notify Sender On Status Change
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