Sending out a request acknowledgment - except on requests received via phone....

Sending out a request acknowledgment - except on requests received via phone....

I'm stuck on this one....

I want to send out a requests acknowledgement email (with ticket etc.) when a request is generated but not if the request is received via phone.

Looked at Notifications - can't do it there.
Tried setting up a Workflow rule - makes you choose a Support Rep and then you can choose to Notify the contact.

Not clear how to do this - so any help appreciated.