Hi @barbq,

This is done in Workflows > Email Notifications. Under ‘Requester Notifications’ Edit and activate ‘New Ticket Created’ 

You can use placeholders to add the Ticket Number to the reply. 

Hi @barbq 

You can also suppress the canned notifications and set up custom responses based on the sender or the contents of the subject or description.

We send a lot of outbound emails so I have turned off the New Ticket Creation email notification.  Instead, I use a Supervisor Rule that runs hourly to send out an acknowledgment email for inbound emails.

Hi @barbq 

Greetings from Freshworks community! 

I suppose your query is to send an Automatic Email to the Requestor who sends an Email to your support team. 

You can achieve this through the following:

1: Email Notifications: https://support.freshdesk.com/en/support/solutions/articles/220676-what-are-the-different-email-notifications-and-how-to-use-them 

2: Automations: https://support.freshdesk.com/en/support/solutions/articles/50000005452-how-to-automatically-send-custom-email-notification-for-different-groups- 

For the Ticket ID to be added in the automated response, you can add this placeholder- {{ticket.id}} in the content of the email being sent. 

Dynamic placeholders available in Freshdesk: https://support.freshdesk.com/en/support/solutions/articles/52630-understanding-dynamic-content-and-placeholders 

I hope this helps!