Agents often 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 that ticket. For example, with tickets concerning refunds, you'd have to tag the ticket as Refund, assign the ticket to the Refunds group, and set the status of the ticket to Processing Refund. Scenarios in Freshdesk lets you perform a number of tasks with a single click, right from within a ticket. So every time there's a ticket about a refund, all you have to do is execute that scenario and the ticket is tagged, assigned and has its status changed without you lifting a finger. Read more here.