Hi OTRS community, i'm searching for a possibility to implement my own X-Headers (in this case: TicketKey & TicketValue) into the text answers. The idea is to generate a dynamic link inside the answer, because i'm using the same answer for many different queues. We are doing support for 3 of our online stores and the answers for the stores are all identical, only the link inside the answer is sometimes different. We don't want to set up 3 answers with the identical content but to use one answer for all shops with an individual link in it. I have managed to set up the TicketKey & TicketValue variable in the filter section (for each shop pop3 account) and they are also showing on the right side of the information section inside the que view. But unfortunately i could not manage to implement them into the answers. I tried it like this: , but this seems to be wrong. Is it possible to use my own variables (setted up through the filter) inside the answers? Can somebody help me with this problem? Thanks a lot Dimitri