I am a new OTRS user -- it's working great so far... One thing I can't seem to find, and would like to suggest -- When using a pre-canned response to resond to a customer, I would like to be able to say: Hi {FIRST_NAME}, rather than: Hi {FROM}, (I am not using the correct format, but it's more of the concept) -- I was wondering if either A) this exists, or B) someone could add it -- it would seem pretty easy to do. Here are some examples that this variable would return: (i am using { and } below instead of < and > -- outlook is converting the <> to email addresses... ) Joe Smith {joe@smith.com} -> Joe Smith {joe@smith.com} -> Smith {joe@smith.com} -> [empty] Mr. Joe Smith {joe@smith.com} -> Joe (if the first part has a dot in it, skip it and go to the second part) We like to have our customers feel like we are addressing them directly and this would go a long way to doing that.... Hope this makes sense? -John