I'm in the final stages of implementing OTRS at work, and have what might be a big issue. I've searched using Google, and either others haven't come across this before, or I used different keywords. We are Australian distributors for 3 overseas manufacturers - one of whom uses (and recommended) OTRS. When our Tech Support staff can't help a customer with an issue, we currently forward the system to the manufacturer's Tech Support. Their OTRS system allocates an OTRS ticket number and handles their response ... which works well. My concern is that we will now be sending them emails with our OTRS ticket numbers, which may confuse the manufacturer's OTRS system ... and even worse when they reply with their own ticket numbered emails. I can foresee an email storm with each system prepending a new Ticket number to each new email coming in, and sending a confirmation. Does anyone already have a situation of escalating OTRS tickets to another OTRS system ? If so, can you give some quick pointers ? I'm new to OTRS, but come from (Windows) software background. Thanks in Advance, Don Burch