I'm trying to verify what happens for certain when I create a request manually within the Zoho Support Console. If I add a contact name and email, I want to be sure the ticket is created but NOT that the contact on file is sent the ticket (in the case of a phone request).

Once the ticket is created and in the queue, of course we like the ability to reply. I tried to figure this out by looking at Email templates but I am not 100% convinced. I also tested it but want to be sure that just creating a "request" whether it is assigned or not, if the Contact Name/Email is filled out---the contact doesn't directly get emailed of the ticket….

Thanks 

Sandy