Hi, I made an addition to the 1.3 package of OTRS. Customers can give feedback on FAQ-items (positive & negative) there's an extra field for faq_item with the feedback rating this rating will be incremented/decremented by 1, each time a user gives feedback. when overall rating is below zero, a warning will be created in AgentView to review that item. editing a faq item sets the rating back to 0, whatever the previous value was (default value is also 0) you can find the code-changes here: (using the phpBB-syntax for documenting, should be rather clear to anyone) http://www.student.kuleuven.ac.be/~s0164195/feedback_FAQ.txt any feedback welcome, Jan PS: no public test-server available, everything is done on a private server (sorry)