I was under the impression that OTRS could do this, but cannot find configuration options to set it up. Here is the scenario. A ticket is created via the Compose Email/new Ticket web page. An email is sent to the email address in the "To" field. The recipient of that email responds back, keeping the subject line intact, so that the Ticket Number remains (after Re:). I want OTRS when it receives the return email to merge the email into the original ticket. Is this possible, and if so, where is it configured. Thanks in advance, Lee Friedman ----------------------------------------------------------------- Lee Friedman - Consultant Secure Technology Integration Group, Ltd. Ansonia Station P.O. Box 237165 New York, NY 10023 ----------------------------------------------------------------- This message is for the named person's use only. It may contain confidential, proprietary or legally privileged information. No confidentiality or privilege is waived or lost by erroneous transmission. If you receive this message in error, please immediately delete it and all copies of it from your system, destroy any hard copies of it and notify the sender. You must not, directly or indirectly, use, disclose, distribute, print, or copy any part of this message if you are not the intended recipient. Secure Technology Integration Group, Ltd. reserves the right to monitor all e-mail communications through its networks.