As far as I can tell, the new ticket autoresponse is sent with the noreply address. And the text in the message states that one must login to add info to the ticket.
Why not allow the customer to respond immediately to the new ticket message?
I think it would make much more sense if the customer received a message to which he could reply.
Same goes for the new message response.
Especially since a customer is encouraged to reply to a ticket response message.
In fact, when the customer replies to the new ticket autoresponse and replaces the noreply address by a valid address, the reply gets added to the proper ticket.