Hi Alfredo, Notes do not trigger a mail to the customer. Use Notes for all processes that do not require a mail, and Answers for communication that requires mail to the customers. Regards Rudolf Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Alfredo Ricardo Morales Pérez Gesendet: Dienstag, 5. August 2014 16:47 An: otrs@otrs.org Betreff: [otrs] Disable sending e-mails when ticket response Hello, does any one knows who can I disable automatic sending e-mails when an agent respond a ticket? I only want to manage the tickets in my OTRS web platform and I want to disable this feature, I only want to send and email with an alert when a ticket have a response and a link with a quick acces to otrs. Also I want to disable ticket creation when a user send a email to postmaster, I only want to create tickets in OTRS web plataform. Thank you, have a great day!