Hello all, I set up my system to automatically respond to the customer when a new ticket is created. It works if the customer uses its own email (eg customer@company.commailto:customer@company.com), but it does not work using a group of email (eg noc@company.commailto:noc@company.com or support@company.commailto:support@company.com). I can´t understand what happens. Anybody knows why I can´t use group of email? I don't understand what you're trying to do. From what you've told us, you've set up OTRS and given customers accounts. If the customer has an account and they use customer@company.commailto:customer@company.com, it works as expected. So far, well and good. The From: line is the customer's ID, correct?. Does noc@company.commailto:noc@company.com exist as a OTRS user, or have you implemented something that does a lookup of *@company.commailto:*@company.com and assigns it to the appropriate OTRS user? If not, what do you *want* OTRS to do? I think we need a little more idea of what you're trying to accomplish.