[otrs] Customer User Groups & Broadcast e-mails

While working with OTRS is has become apparent, especially in our companies alpha-stage testing of it, that we need to contact the customer users. I think it would be good to also have a customer users grouping, and something similar to the 'admin email' function, except to email customer users. Just a thought. Perhaps its already there, since I've seen so much already in OTRS (great job!). Also, in using 1.1.0rc2 there isn't the ability to write Note-External? What am I doing wrong. TIA -Dave