-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 All, Do I understand correctly that the only email-communication an agent can have between him and the customer is when he closes the ticket? I mean when an agent adds for instance a "note" this note can only be seen internally. The customer only sees emails about owner changes, queue changes and state changes. Is there a way to add intermediate notes that the customer also receives? Sort of like keeping someone "up-to-date" or "keeping you informed"? Thanks, Mark -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.4 (GNU/Linux) Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org iD8DBQFBjer48SFyUHWnEvMRAmSSAJ9F58zLbkAug09cRcP90JT3J91S8wCdHLia PHGW4qzxziUbcxu9Co1nB3M= =ZOZj -----END PGP SIGNATURE-----