I can't seem to get the auto responders to work in the following manner. Can someone coach me on how to set this up? We have a multi-tier support system as follows: Incoming Tier 1 Tier 2 Tier 3 Critical Incoming Web Posts or Emails go into the Incoming Queue. Once reviewed, if the request is indeed an issue, it is moved into Tier 1. From that point I would like to have OTRS fire off an email to the sender stating that the case has been opened and provide the case (ticket) number for tracking purposes. Afterwards, any incomimg mail for that case should go to Tier 1 queue automatically as it has been pre-qualified. I assumed the auto-response along with the email routing could do this but it's escaping me how to set it up to work as expected.