Don't email for manually created tickets
We have Support setup so that whenever a user emails us, he gets an auto-reply. Then once we close the ticket, the user gets a closure email. Now, once in a while we have clients that call in on the phone and we want to use support to create and close a ticket so that we have trace of the conversation. How then do we prevent two emails from leaving at the same time, ticket creation and ticket closure ? It looks weird to the client...