I tried removing the reporter from the Issue Created event in the notification scheme but that doesn't seem to work. How do I stop the "We have received your request and will get back to you soon." emails from going out?
Please read the documentation more closely. Service Desk Customers don't use the JIRA notification scheme at all. See https://confluence.atlassian.com/servicedeskserver030/configuring-service-desk-notifications-761768809.html
Changing any events in the notification scheme will have absolutely zero impact on customer emails.
There is no way to disable the initial customer email. See https://jira.atlassian.com/browse/JSD-1620 for the current feature request.
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