There needs to be a way to reply to the current ticket using a Scenario Automation. I know that there is an option to email the Requester, but that email is not displayed in the ticket history and replies to that email often create a new ticket.
I know that this issues has already been raised here 8 years ago but the workaround that the Freshdesk agent offered neither helps nor solves the problem. The agent said to use the Reply API to reply to the ticket, but there is no way to trigger a Reply API call using the existing Scenario Actions.
This type of feature would also be great for After Hours replies, so that you can actually see the reply that was sent on the ticket in the ticket history.
If Freshdesk or anyone in the community has found a workaround for this, please let me know.
