Often, your agents need to perform a series of actions or tasks before they can push a ticket to the next level; tasks that are not unique to the ticket under concern. Scenarios in Freshdesk lets you perform a whole bunch of tasks with a single click, right from within a ticket.

For example, with tickets concerning refunds, you'd have to tag the ticket as a 'Return', assign the ticket to the Refunds Group and set the status of the ticket as 'Processing Refund' to be done with it. So, every time there's a ticket about a return, all you have to do is execute that scenario and the ticket is tagged, assigned and marked as 'Processing Refund' without you lifting a finger.