(sorry if this posted more than once - reconfiguring mailer...) Some newbie questions... Firstly, would you say that the following usage scenario is realistic? 1. New tickets arrive via email, phone or web (customer.pl) all into their own 'incoming' queues or, say, the Raw queue. 2. Dispatch agent - in practice, this can be any of the team or a robot - assigns tickets to team members' (agents') queues, or Spam queue. Tickets should now be marked Open, and ownership goes to the agents. 3. An agent looks at his/her queue, maybe reassigns tickets to another agent, fixes the problem (GOTO 5), or requests more info from the Customer (mark Awaiting more info). 4. Customer supplies info, (GOTO 3). 5. Mark fixed problem ticket Closed, and maybe move it to a common Archive queue. Throughout, auto-priority escalation operates, Spam tickets auto-delete, all agents' combined queues provide a super-view of the system. More questions: How is a ticket marked as not new? Surely a ticket is no longer new once it's be seen by an agent? The blinking queue keeps blinking, how to turn it off? I read on the list that this is because a ticket has escalated in priority, but all my tickets are Normal... Why are some queues red? What actions lock a message? can I make it possible to only manually lock a ticket? How is PersonalQueue useful? Why is the default config set for some tickets to start in Raw and some in Postmaster? When might a ticket be reassigned to a different customer? What do Pending Autoclose +, and Pending Autoclose -, and Pending Reminder mean? Sorry this is a long list of questions, I'm sure there will be more. The manual gives a lot of detail on installation bu little on usage and procedures. Thanks in advance for the answers, djw Thanks for giving this your attention, djw@spyderworks.co.uk