Email confirmation

Hi, Apologies if this has been asked previously.

I've noticed that the confirmation email recieved by our users does not alter according to the else/if rules we have setup in the email_ticketautoresponderhtml template. Can someone confirm I'm using the correct template as I've all but deleted the customisation within the template but users are still recieving a slightly (but wrong) auto reply to logging a ticket. I cant figure out where this reply is being generated from.