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Hello,

setting an automation, with automatic answer, the answer does not appear in the ticket queue.

Is it possible to view it?

Thanks

regards

Hello @SimoneReggi! 

The ‘Send email to requester’ action in the automation will not add the email as a reply to the ticket thread. If you wish to have the email added to the ticket thread, it would be possible only through API. 

You can trigger a webhook from the automation to call the ‘Create a Reply’ API, allowing you to reply to the requester of the ticket and also add the reply to the ticket thread. 

Hope that helps!

Aldrin,
Freshdesk Community Team

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