Would be great to view what automation has been applied at a glance in the ticket journal, but more importantly, when an automatic email is sent to requester, it should be sent as a notification from the incident in question, so their response is added to the ticket.
At present a response to any automated email notification creates a new incident.
User Case:
A user reports that their computer has a problem, an automation rule notices it's been submitted using a particular category and fires off an email, this email should be journaled and responses to this email should be tracked in the ticket.
