I think what he is asking about is the "New Ticket Auto-reply" that is generated when the ticket is created, before an agent actually responds to the ticket. We disabled this for some of our departments here (in 1.9.4):Admin Panel>Agents>Departments>Select Department and check the Autoresponder settings for New Ticket and New Messageand also in our Ticket Filters for those departments:Admin Panel>Manage>Ticket Filters>Select Ticket Filter and check to disable Ticket auto-responseHope that helps, if I am understanding the question?