Zammad has two types of automated emails:
When your customers send you an email and Zammad immediately replies with “Thanks for your inquiry! Your request has been received and will be reviewed by our support staff,” that’s a trigger.
One of these triggers is already active when a Zammad instance is started ("auto reply (on new tickets)") This will automatically send replies to the customer when new tickets are received.
In fact, triggers can do a whole lot more than just send emails: they’re a general-purpose, fully-customizable, if-this-then-that automation system for Zammad. Head over to the admin panel (under Manage > Triggers) to set up some auto-replies of your own. Zammad comes with a few sample triggers out-of-the-box to help you get started. Check out the user’s guide to learn more.
2. System messages
When a new ticket is created and and Zammad immediately notifies agents about it by email, that's a system message.
System messages can’t be customized like triggers can, but agents may set their own preferences for when and how they’d like to receive them (under Profile > Notifications). Check out the user’s guide to learn more.