No auto email to customers after ticket creation

Fairly new to ZSD and are just in the setup/config stage, for internal employee IT Support only
We have tryed several setups but cannot get the result we want so I'm asking if its even possible

 ONLY create tickets via email polling ->  'customer' is emailed the ticket has been created -> AFTER which they ONLY view/update the ticket via the portal.
-- The technician watches the dashboard for new tickets and self assigns.

RESULTS wanted:  No more email UNLESS we specifically send it.

Tried having ONLY a NoReply acct under a team layer but then other technicians aren't available for assignment.

Can we have a customer ONLY receive the initial ticket creation email and NO subsequent ones ??

many thanks.