I 've found the option to add "email-external" when closing a ticket. I just have to add it at "Ticket::Frontend::AgentTicketClose###ArticleTypes" of "Frontend::Agent::Ticket::ViewClose" but still no email is send to the customer. Any ideas why?? Could it be a conflict with the extra custom notification that I 've added about ticket closure? Regards, G. From: otrs [mailto:otrs-bounces@lists.otrs.org] On Behalf Of Dimitrakakis Georgios Sent: Thursday, September 29, 2016 9:37 AM To: User questions and discussions about OTRS. Subject: [otrs] Email notes on closing issue Hi! Right now when I close a ticket the only available note type is "Note-internal" which means that I cannot notify the person at the same time that the ticket is closed and the actions performed for that. I know that I can create a notification action to send a generic alert that the ticket has been closed and I 've done that already but that cannot get the description when an agent closes the ticket. In order to do so I have first to send a reply to the customer and then close the ticket. Since closing the ticket also requires description can I do all these in one step? This means to close the ticket with a description and at the same time send all comments to the customer. I believe that if I could have the option "email-external" to note type when closing a ticket would solve my problem. Is this possible? Any idea on how to achieve it? Regards, G. ______________________________________________________________________________ Το περιεχόμενο αυτού του ηλεκτρονικού μηνύματος και τυχόν συνημμένα αρχεία είναι εμπιστευτικά. Απευθύνεται μόνο στους αναφερόμενους παραλήπτες. Αν λάβατε αυτό το μήνυμα εκ παραδρομής, παρακαλείσθε να επικοινωνήσετε αμέσως με τον αποστολέα του μηνύματος ή τον διαχειριστή του συστήματος και να μην αποκαλύψετε σε κανένα το περιεχόμενο. Οι απόψεις που εκφράζονται ανήκουν στον συγγραφέα και δεν εκφράζουν κατ' ανάγκη τις απόψεις της Παγκρήτιας Συνεταιριστικής Τράπεζας. The contents of this email and any attachments are confidential. It is intended for the named recipients only. If you have received this email in error please notify the system administrator or the sender immediately and do not disclose the contents to anyone. Any views or opinions presented are of the author and not necessarily represent those of Pancretan Cooperative Bank