Auto reply on email & phone ticket creation

[IXLabs]

Hi Folks.

I want to know if possible when an agent open a ticket using the New email ticket & new phone ticket, and assign the ticket to a queue, be able to get the normal auto-reply on ticket creation, than the email that the agent write.

If it possible to disable this email and let the customer only get the auto-reply email?

Thanks!

[crythias]

New Phone ticket works differently than New Email ticket. Both will send an autoreply, but (IIRC) only New Email actually sends what the Agent created.

YMMV.

[jojo]

New E-Mail sends only the email the agent created. So it is for outbound communication