Hi list, I'd appreciate some advice. I'm using OTRS for a support box with a staff of 4 people. This works pretty good :-) Incoming tickets can be assigned to people etc. Each agent currently also has their own webmail box, name@company. Since some clients send support requests to the agent directly, I thought it'd be nice to include these boxes also into OTRS (using pop3). The management of e-mail the OTRS way is easier than a box full of mail via POP3 anyway ;-) Wel, I've setup the queues etc. The mail comes into the queues and this works well. Since all 4 agents have their mail in ORTS, and also the support box, what would be the best way to e-mail another agent? I mean a new ticket here, not a note to a customer ticket. Just as you would do when you wrote a new mail to a colleague using a mail client. Agents used to send mail to each other at name@company, but when they do this with OTRS, this mail does not arrive in the queue of the particular agent, but is added to the ticket owned by the sending agent. (of course it is!) Since the sending agent usually creates this ticket from their own queue, they have to make sure to move the ticket to the queue of the receiver (and need permissions for that), change the owner to the name of the agent the message is for and also make sure the ticket isn't locked. Is this the way it is supposed to work, or is there an easier way to send mail to another agent? I'm a bit confused :-) Thanks for any help! grtx,remi