When using scenarios "send email to requester" should display as a reply in the ticket

We are not using scenarios but I’m actually surprised to hear that replies that are sent via scenarios won’t show up in the ticket!

When sending replies through automations it would be great to see those in the ticket as well and this has been raised before, I’m just unable to find the related idea now.

If you have enabled the E-mail notification for Agent added note a public note should be sent out. The workaround I’m using is to add the e-mail as a private note as well. 

You should have a option to add the e-mail as a private/public note. 

I absolutely agree with you that both Scenario and Automation e-mails should be possible to show on tickets as (at least) public notes, and not only have them show up when the customer responds

 Hi @Louisef , @julia.a, @Daniel Söderlund and @erik.ostenberg 

Greetings from Freshworks community

@Louisef Regarding the concern with email being sent as a separate email and not as a part of ticket reply, as of now when we use the action send an email to requestor it sends a separate email to new email to requestor via automation, if we would want the emails sent to be captured as a ticket reply we can use the condition to trigger webhook and write an api call to add a reply to the ticket and this will send the email to the requestor as a part of ticket reply.

In the automation under Ticket creation and Ticket Update we have an action to trigger webhook and use the API https://developer.freshdesk.com/api/#reply_ticket to perform the action. 

Sample screenshot:-

Since the available request is not available as on now @julia.a and @Daniel Söderlund this can be used as a workaround.

Also,since this is a very valid ask I shall have this raised internally as a Feature Request where we can have an option to choose if we would want the email to be available as a separate email or added as a reply in the ticket. The requests will be reviewed by the product team and processed based on the number of users who've requested it and based on the priority and current schedule of the feature request queue.

Hope this helps, please let us know incase if you do have any follow up request or concern or questions.