Business Rule

Field service management solutions can maintain support processes automatically and prevent agent frustration by eliminating repetition. 

In Freshdesk, you can just set up rules that are invoked based on service task contents or properties. These rules automatically ensure that they execute the actions you require. Business rules can assign service tasks to right field technicians or service groups, create service tasks automatically for tickets containing specific keywords or properties, perform updates and actions based on task properties, or even trigger webhook calls based on events.