I was wondering if someone could help us with this one...

We have Zoho Desk set up so that when a customer e-mails in, a ticket is created and they automatically receive an e-mail response letting them know that their message has been received.

The same thing happens when we create a ticket in Desk - an automatic e-mail is sent to the customer.

What I would like to do is change it slightly so that when a customer e-mails in, they receive an automatic response but if we manually create the ticket for them, they do not receive the 'ticket created' e-mail.

Is this possible?

The reason is that when we create the ticket, it is often because they have called to tell us that there is a problem so an automatic e-mail is not required.

Many thanks

James