Hey folks, I've got perhaps a bit of unique situation. I'm the head of the IT team in our small company with about 20 employees, and I plan to use OTRS for internal requests from the people that our team supports. For this I have a queue "Internal Support" and an email address it_support@example.com But I also plan to use it for our external customers, with a queue "External Support" and email support@example.com So I want to set up accounts for everyone in the company, and I'm thinking they should all be "Users" and not "Customer Users". Even though they will be MY customers for the tickets the open into my IT group. However, any tickets coming in from external customers may end up getting assigned to just about any of them. So this seems to make sense to me. Only, I don't really know what the differences are "under the hood" between "User" and "Customer User" Does anyone forsee a problem with this? thanks, -Alan -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"