Our company are heavy users of automation rules, specifically the "Send Notification" feature. Currently this feature sends an email to the requester, however the agent's can not see that unless they go digging down the "Audit" trail. To make it easier for both the requester and agent, there should be an option to just add a comment into the ticket.
For example, if a incident has remained on "Awaiting Input" stage for 2 days, the automation will enter a public comment reminding them that we are awaiting their response. This will then be clear to both the Requester and the Agent assigned to that ticket.
