Notifications of Actions in the Support Center - Not always notified when an action is added to a support ticket (situation/case)

I have noticed that I am not always notified when an action is added to a support ticket, so I entered a situation and was told that this is a box that the support person needs to check so that it goes to the customer or person who entered the support ticket. I said that this needs to be automated and every action needs to go to the person listed on the ticket so we are aware if we need to do anything, if there is some kind of solution, if they are working on it and have a work request, etc. This needs to be a priority so things don't get forgotten about or closed. I know I have had situations get closed because the support person added an action and was waiting for me to get back to them, but I didn't know, and the situation got closed.