Per the conversation here:
I would expect Freshdesk to track automated responses in a ticket.
Where the system produces an automated response and the customer replies, the agent has no context about the type of response that was sent by the system. This is really unhelpful.
We have the option to show all activities in a ticket, but this doesn’t actually show the text of the automated response. In addition, outgoing customer communication has a different level of importance than a status change to a ticket field. These two things are different. I can see abstracting ticket admin (e.g. ticket changed from new to pending) behind a button, but outgoing communication to a customer lives in a different ball park.