I recently started up with SmarterTrack in hopes of setting up a bunch of auto-replies with canned responses based on words in the body of email. When the the system fires off the reply with canned response, this action/communication is not in the ticket. I would expect it to be there in the communication in the ticket or at least in the history log in the ticket something like "sent "canned response name" by event "event name"".
If a canned is auto sent the ticket just stays as a open/active ticket and shows no sign of communication when looking at the ticket.
Problem: This will lead to tons of issues with agents maybe sending same responses twice and much more.