Hi list, We are trying to setup otrs to use in our company. Our support team is split over different customer sites and don't always have an access to the Web. So, we would like to use OTRS with email. As far as we tested it, it works correctly. But in our case, we need that an agent could directly reply to a customer after OTRS have been assigned a ticket number : customer sends email => otrs opens a new ticket then otrs sends out a ticket forward or a notification to a common list alias (i.e notification-ticket) shared by our agents. This notification would include the customer email address in the cc or reply to field to allow a direct answer from our agent. We can't use standard otrs notification because it is send by otrs system and the agent cannot do a single reply to directly to the customer. Does anyone had ever faced this need and found a solution (if it is possible with OTRS). TIA for your lights, Regards, *Christophe Pouillet* ZAC des Metz - 3 Rue du petit robinson - 78350 JOUY EN JOSAS Tél: 01 30 67 60 65 - Fax: 01 72 89 80 19 - GSM: 06.71.01.68.76 email: cpouillet@exosec.fr - www.exosec.fr ------------------------------------------------------------------------