Hi, [We're using OTRS 1.3.2] Here's what I read in the documentation : (http://doc.otrs.org/1.3/en/html/system-notification.html#SYSTEM-NOTIFICATION...) An agent can get notifications about 'new ticket, 'ticket follow up', 'ticket in custom queue' and 'ticket lock timeout'. 1 - When I create a new ticket from the 'Phone-Ticket' in the agent interface, and that I close it immediately (Next state of the ticket = closed successful) (I use OTRS in french, I don't remember the english terms) then NO mail is sent. My team definitively needs to receive mails for that action. Is this a setup I failed, or is this impossible in OTRS for now ? 2 - On an existing ticket, when we add notes, NO mail is sent. As for the first point, we would die to have this feature. Same question ? 3 - Despite those two points, we definitively *love* this software! Thank you. -- Nicolas Ecarnot