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What terms did you try when SEARCHING for a solution: "new ticket" "assign email template" and "email template" but none answered my question.

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So if a customer emails me by writing help@mysite.tld, the ticket system fetches the email from the inbox and turns it into a ticket. They then get an email response which is generated using /language/en/emails/html/new_ticket.txt which says something along the lines of, "Thank you for writing us. We will respond shortly".

Now if a NEW TICKET is created, in admin by the staff, the email needs to be worded as if we we started the conversation. In other words, "We have written you a letter. Please view it here". I believe the best template for THAT sort of message would be /language/en/emails/html/new_ticket_staff.txt

If the ticket was generated by the customer or by the staff, it seems to be use the same new_ticket.txt template.

How do I change this and ensure that new_ticket_staff.txt is used instead for new tickets generated by the staff, in admin?

The new_ticket_staff.txt is used for email to staff when auto-assign is turned off (see Admin panel > Tools > Email templates for descriptions). The same email is indeed sent if a customer or staff submit a ticket.

I see what you mean, but with the current version all you can do is:
1. try to re-write the new_ticket.txt to be neutral language, usable in your case

- or -

2. modify Hesk functionality to add a new template. You will need to dive into PHP source for this or hire a programmer.

I'll see if a developer can help me.

Thanks for responding.