A recent change has meant that when we use Automation to fire an auto-response email to a new ticket request, the system is now by default adding the (same) templated auto-response to the users tickets.
Whilst this is fine, in practice it has the effect of crippling a nice piece of existing functionality - that being that when the agent hovers over a ticket in the list view - the last ticket activity is shown by default - so in this case now instead of having a useful preview of the new ticket, all the agent sees is the systems own auto-response - as you can agree this is much less useful.
Can this be removed?
