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Environment:
All versions, Incidents, Audit Log
Resolution:
This behavior is due to an agent checking the Send on Save box and then saving the incident which sends the blank response that the customer sees. It can also occur if an agent clicks "Send" or "Send & Close" while using the Browser UI, which will also send an email regardless of whether the agent added any response. The Audit Log will show a response was sent, but it may be blank if there were no customer-facing message threads added to the incident.
There is warning shown asking for confirmation to send an email when no response is added, clicking Yes to this dialog box will send an email: