In addition to the actions that you can automate with a workflow rule, we provide some more actions to automate. For example, when you receive multiple tickets of the same type you may want to track and sort them. You can do so by adding tags to the tickets and instead of doing the tedious task of adding tags manually, you can automate this action by incorporating the action 'Add Tags' to your workflow rule. Similarly, you can also remove the applied tags by incorporating the action 'Remove Tags'.
Default Custom Actions help you to automate key tasks like assigning tickets, adding/removing tags, adding followers/comments, sending email replies, etc., when deployed in the workflow rules in addition to the existing actions such as alerts, tasks, field updates, and custom functions. The deployed actions will be triggered once the workflow rule is executed.
These default custom actions support placeholders for temporarily holding the place to insert actual data. You can check the execution status of these actions in ticket history. And, you can also create custom actions in the event of extension installation.
To work with the default custom actions, click here.