Hi OTRS users, We want to use the OTRS for our customer support unit. Several persons are working for that unit, so we use multiple agent accounts for OTRS. The problem is when Agent 1 has processed a ticket and a customer sends a reply to that ticket, the reply message will be stored in the personal message box of Agent 1. So other agents are not able to view an incoming reply of a customer which is processed by Agent 1. What I mean is when Agent 1 is out of office, other agents are not able to view reply messages from customers. So it is possible that a customer has to wait for a week to get a response! That's not acceptable for us and our clients. Is there a way to store reply messages from customers in the related queue (which is viewable for all of our agents) and not in a personal message box? This is in dutch: Zijn er ook Nederlandse gebruikers van het OTRS systeem die mij kunnen helpen met dit probleem? Kind regards, Chris Reurings c.reurings@vianova.nl < < mailto:c.reurings@caesar.nl mailto:c.reurings@caesar.nl> mailto:c.reurings@caesar.nl mailto:c.reurings@caesar.nl > The Netherlands