What is the difference between automations and auto-replies?

Automations are rules that set ticket properties when a new ticket is created, for example assigning it to a group or user, changing status or priority, adding tags, or even deleting it. Auto-replies send an immediate email back to the requester when their ticket is created, either a fixed message or an AI answer built from your public FAQ knowledge. They are configured on separate pages: Configurations > Automation and Configurations > Auto Replies.