Dear all, I have a scenario here, and would like to know if there's anyway around it, and it goes like this: - Company name == example.com - Agents are == Mike, John and Jack - Customer company == not-example.com - A customer employee files a trouble ticket, using his email account == whoever@not-example.com - Agent Mike responds from OTRS, using the system's email address == support@example.com, and leaves the office - Customer employee responds back, requesting further info or an ETA, or whatever... - Agent Mike responds back from his cell phone or whatsoever, using his own mail account mike@example.com - OTRS is clever enough to understand that all above 4 emails should be grouped under the same ticket #, as they all have the same hook, and TT # - BUT, when viewing the ticket itself, Mike's last email is of Type "Customer - email external", when it should have been "Agent - email external" Is there anyway, to configure OTRS, such that Agents replying from outside OTRS would be of type "Agent ...", instead of "Customer ..."?? Thanks and Best Regards, Muhammad El-Sergani.