Good morning, first off let me thank you guys in advance, OTRS is a great system and so far it has done wonders for this three man IT Department supporting over 100 users world wide for a non-profit organization. As our organization grows and our needs become more complex the need for automation continues to rise. So there are three things I would like guidance on doing. Any good step-by-step documentation to assist with these three things (assuming they are possible) would be great. 1) Checking for emails automatically, I can go under the mail setting and click "run" and it downloads my support emails. I need to automate this process but can't seem to figure it out. 2) Sending out an auto-response. I can't seem to get it to work to where when I create a ticket it sends an auto-response email letting the person who submitted the ticket know that a ticket was created. 3) The Escalation process -- if a ticket is created via email, can I have it initially send notification to three people and then if there isn't a response have it send an escalation email to supervisors? Thank you again for your advice and guidance. Best Wishes, Steve Anness