Shai Simchi

Going to the event log to find out if a communication was made or not is not a good option.
The automation sends out a communication to the customer.
All communication are tracked as comments and that includes email.
Hence - this email should be included too.
I do not need to start digging under rocks to figure out what happened.

Zendesk team -

This is a big issue for us. If we close a case using an automation and we sent a notification to the end user it is pretty standard that this communication should be documented in the case. What happens right now is that it is not and when looking in the case there is no way to tell why it was solved...we are losing the trackability of the case this way.
Please advise on plans to addressing this.
the suggested actions include many changes to the ticket - not sure why adding a comment is not possible. seems pretty basic

I have an automation to set a ticket to 'solved' 3 days after it has been set to pending without an update from the end user. 

When this happens I have an action to notify the user by email. 

The problem I have is that this email is not captured in the case itself and I do not see an action where I can add a comment or anything to the case.