In case a customer is making use of the Default Email notifications under Admin-->Email Notifications-->Requester Notifications-->New Ticket Created, and if they do not want this notification to go out for a subset of customers based on the certain conditions, this can be configured in the Ticket Creation Automation Rule section.
For example, if you do not want the new ticket created notification to go out to customers reaching out to your support through 'Chat':
- Go to Admin > Workflows >Automations
- Click on the New Rule button under "Ticket Creation".
- Name the rule
- Under "On tickets with these properties" select "In Tickets," "If source is Chat"
- Under "Perform these actions" select "Skip new ticket email notifications"
In another case, where there are issues of email looping when the end-user is also making use of a helpdesk tool, and sending out New Ticket Created Notifications ; In such cases as well, the above solution would work.