Hi! More charset fun: Take a look at ticket #2004120310000151 in the demo.otrs.org test system. The character set of the incoming email was valid utf-8. The autoreply I got from the system can be found at http://users.linpro.no/toffer/T2004120310000151.eml . Its'a bit difficult to see because of quoted-printable, so I put a screenshot here: http://users.linpro.no/toffer/ticketanswer.png . It doesn't look right at all. :) Just concatenating the lines of the notification and the article together, as SendAgentNotification (Kernel/System/Article/Ticket.pm) does now, seems a bit optimistic, since the original article may well have a different charset than the notification. How about making a multipart-mime-mail, and just preserving the charset of each part? Regards, -- Kristoffer.