Hello! I have the following question: If an KNOWN customer send his mail to support@myname.de, is it possible to automatically assign this support-ticket to his account (because his Name and e-Mail-adress is under "Misc" -> "Customer User" wellknown to OTRS)? As far i have tested yet, the staff has to assign each support ticket manually to the right customer account. This is full of errors and is often forgotten. I think its important if customers sometime logging in via customer.pl and sometimes they are sending e-mails. If they are auto- assigned the customer find all tickets under customer.pl! Thank you for your help and answer Beste regards Gerhard ForsterGerhard C. Forster Geschäftsführer SupraTec GmbH Information Technology Waltherstr. 27 · D-80337 Muenchen Fon: +49(0)89-5435980-42 / Fax: +49(0)89-5435980-1 http://www.supratec.de/ mailto:gerhard.forster@supratec.de