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Automations run roughly hourly, in one pass, with limits on how many tickets each can touch. Worth knowing before you rely on timing.
Roughly hourly
Automations are evaluated about once an hour. A rule set to fire after 24 hours fires somewhere in the hour after 24 hours have passed, not on the minute.
That precision is fine for chasing, closing and escalating. It is not enough for anything where the exact moment matters, and there is no way to make it more precise.
They run in order
Like triggers, automations run top to bottom, and a later one sees what an earlier one did. Ordering matters for the same reasons.
There are limits per run
An automation touches a bounded number of tickets in a single pass. On a normal account you will never notice. Where it shows up is a first run against a backlog: switch on a closing rule with thousands of eligible old tickets and it works through them over several hours rather than all at once.
That is worth expecting rather than assuming something is broken.
Closed and archived tickets are skipped
Automations do not touch either, which is occasionally the reason a rule seems not to reach the tickets you had in mind.
Business hours
Time conditions can measure calendar hours or business hours where you have a schedule. For anything customer-facing, business hours is nearly always what you meant: chasing someone 24 hours after Friday afternoon means Saturday, and that is not what anyone intended.
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