Well, nobody seems to be reading my other thread so let's put a new name on it and see what happens :-) I still cannot get this working. Customer emails support@example.com and I cannot get it working that they get a response with their ticket number. I do have it working that when the ticket gets closed, they get a response. Here is what I've tried : For closing a ticket I just went to : Admin, Notification(Event) which is at : /otrs/index.pl?Action=AdminNotificationEvent Then added a new notification with the following things checked : - Recipient - Customer - Event - TicketStateUpdate - State - selected both "Closed successful" and "Closed unsuccessful" - Queue - the queue I wanted this action associated with (will send different messages for different queues, so will create 1 per queue) - Then just supplied the subject and body of the message For opening a ticket, I tried a few things so far but no success. Most recently tried this : - Recipient - Customer - Event - TicketCreate - State - New (previously tried nothing checked in this box) - Queue - my queue in question. - Then just supplied the subject and body of message. But it does not work. -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"