Hi, currently when I reply to a new ticket notification that I receive in my email inbox(not within the otrs interface), it only gives a followup notification to agents that have that queue listed under "my queues". I would like for my email reply to a "new ticket notification" to notify the customer who created the ticket that they have followup. The notification sender address is helpdesk@ourdomain.com so when I reply to the ticket, it goes to the otrs just fine within the same ticket thread, it just doesn't notify the customer that they have followup. When using the web interface to do a standard response, this works fine because it sends directly to the customer email address, but it lacks an address book to cc or bcc anyone if needed. If there is anyway to change the notification behavior to emails that are sent when replying to a new ticket notification? Thanks, isaac Isaac Gonzalez Systems Administrator AutoReturn Phone: (415)575-2359 Fax: (415)575-2379