We received email notification when one of our networks goes down. How do you have the system create a ticket for the outage but not send a response back?
You can have the email of the notification forwarded to the help-desk email address which will in turn create the ticket in Freshservice.
In regard to the response sent of a new ticket being created, you can make use of the Workflow Automator to be able to skip the New Ticket Created notification. Here's how you set this up :