Check the email templates for ticket creation email messages, would need align a message to a Request Type which your email come into.
For the last part, ensure that you have a Request Type which doesn't have client communication set a default, then when the ticket is complete set status to something like "Complete - Email Client", use an Action rule to pickup this status change, to re-enable Client communication for that ticket, then advice to Complete which will send a is the ticket complete email to the client. You could also do this for Closed status, depending if you want your clients to re-open tickets.
Yes. What you requested is possible in Web Help Desk.
First, configure E-Mail Options (Setup > E-Mail > Options).
Add gmail.com to the Accepted Domains field.
Second, configure Ticket Options (Setup > Tickets > Options).
Change the Auto-Reply to Client field to Ticket Creation Only.
Note: This is a global change and will impact all users.
For a solution, specific to a group of outside customers, setup up the Companies module and repeat the above steps at that level.
Web Help Desk Consultant
Adeptec: SolarWinds Training and Professional Services
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