Every day, agents deal with a large number of similar tickets. Tickets that require them to perform essentially the same actions over and over again. For example, after a major update, many customers report the same bug, and agents must respond to everyone before closing the ticket.
Scenarios make these repetitive tasks much easier by allowing agents to complete multiple tasks with a single click. So, in the preceding example, an agent can create a scenario called 'Bug report' and assign actions (sending email and closing ticket) to it. As a result, the agent can select all of the tickets and perform the scenario using bulk actions, or he or she can execute the scenario for individual tickets.
