Hi, I am looking for a help to over come the following situation. Our Helpdesk as an email id by name "Helpdesk". I was able to integrated OTRS to receive the mails thru "Helpdesk" id and create the ticket. OTRS is doing that job in an wonderful manner. But now, I am facing a practical problem. Since the "Helpdesk" id is used for all the communications related to and from "Helpdesk", the POP3 integration creates tickets for simple "Thank you" mails also which are not at all calls on Helpdesk. In our work environment many users are in the habit (in case of common requests) of keeping others in CC list while sending their requests to "Helpdesk". I have noticed that suppose if a person in CC list responds to the mail, then OTRS creates one more ticket. Is there any method to overcome this problem. Whether the OTRS is capable of generating tickets if a user puts "Helpdesk" in CC list? I have planned like this but this method loads Call Co-Ordinator. To forward the mails received at "Helpdesk" id to say one more id by name "Ticket Generator" and then configure OTRS to receive the mails from this account and create ticket accordingly. Then OTRS will create tickets in the name of "Helpdesk" account and not in the name of original requestor. Is there any method to over come this problem. I am looking for help. Regards, Prafulla Kumar