Perhaps it is something with auto-responses? I have this in "[ Auto Responses <-> Queue ]", where "External Support" is a queue that is connected to support@example.com External Support * default reply (after new ticket has been created) (auto reply) * default reject/new ticket created (after closed follow up with new ticket creation) (auto reply/new ticket) * default follow up (after a ticket follow up has been added) (auto follow up) I don't see anything about closing a ticket. Also, when I go in to close the ticket, I now see note-type "note-external", thanks to someone who helped me configure that before my vacation. So should it not be sending an email? Or do I need another auto-response set up? Or something else? -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"