Hi all, I've found it helpful to add support for inserting the ticket ID within the context of responses and added the following snippet to Kernel/Modules/AgentCompose.pm: Immediately after the following line: $Data{StdResponse} = $Self->{QueueObject}->GetStdResponse(ID => $Self->{ResponseID}); I added the following: # replace with ticket id and with ticket hook $Data{StdResponse} =~ s//$Ticket{TicketNumber}/g; $Data{StdResponse} =~ s//$TicketHook/g; This allows me to insert the following in responses: "Please refer to : if you contact us via telephone for faster response." I think it might make a useful addition for others. Best wishes, Paul