Jp

Hi Team,

Users are not receiving my initial message when we create tickets on their behalf (like you would expect when sending a brand new email to someone).

Following these directions I am able to have users getting my initial message BUT they also receive the Trigger message ("Your request has been received").  

For NEW tickets created by us, is there a way for users get my initial message but without the notification message ?

For reference, this is what users see. I want to remove the trigger notification message (red part) and have they see just my initial message (blue part) for new tickets created by us. I don't want to remove the trigger notification for tickets created by users.