Robert, If I may just underscore this for a moment. The ability for OTRS to append an IRC log to a ticket would imo be a huge benefit, and since there are GNU/GPL IRC clients available already, it would perhaps not be a very difficult thing to achieve. My thinking is that one would want to inititate the IRC session from inside an existing ticket - or consequently initiating IRC would create a new ticket if none was open. I hope the OTRS team look into this. On a different tack, there are two other areas that I am looking into: I would like to see about capturing voice into tickets - since I now work at a company that does voice-apps this was kinda no-brainer. So two aspects of this would be capturing telephone conversations with customers and appending the voice phone session to the ticket, and the other aspect being allowing voice control of OTRS (you could telephone OTRS and log a ticket etc.) The second thing I am thinking about is a way to integrate a survey tool with OTRS so that support quality and customer opinions can be recorded. For example the customer gets a questionnaire after a ticket is closed or during it's lifecycle to ask how we are doing, etc. Matthew _________________________________________________________________ Create your own silly faces - click to learn more! http://messenger.msn.co.za?DI=1054&XAPID=2532