Hi, Is it possible in OTRS to create multiple custom templates for use when creating new tickets? When creating a new email ticket (for example: to notify a customer of a forthcoming service outage), I'd like to be able to select from a list of different email templates, ideally that are appropriate to the queue I'm creating the ticket from. It seems that similar functionality is available when responding to a ticket created by a customer's email, but tickets in OTRS don't always start off that way (as in my example above). Currently, the only solution I've seen (given in this mailing list about 3 years ago) is to edit Ticket -> Frontend::Agent::Ticket::ViewEmailNew, is this still the only option? It's not really practical as I manage several queues in OTRS, supporting different customers and software products. Regards, Richard Cross.