We already have an idea about what Business Rules are. They are meant to automate certain processes and consist of conditions and actions. Still, it might be hard to wrap your head around the idea of Business Rules, especially if this is the first time you're dealing with such a concept.

In order to understand the idea behind Business Rules, let's look at a non Zendesk-related example.

Imagine being in charge of a food factory producing French fries. Every day, the factory receives three tons of potatoes. Currently, you have a few workers designated to handpick potatoes off the production line that do not make the cut due to their size.

This process can be automated by creating a machine taking care of this process. A simplified explanation would look something like this—if the potato is too small, then proceed by removing it from the production line.

This statement can be separated into two parts – the condition and the action.

Luckily, when it comes to Zendesk, we do...