hi, not exactly: If you mail o the ticket system, and CC to e.g. "john Doe", and John answers (including the otrs-email-address in CC), that answer will get a new ticket number, as OTRS is not able to detect that this is an answer to an existing ticket. You have to include the ticket number in all replies (preferably in the subject) for correct assignment. Greetings Jan Dreyer From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gadow, Shawn Sent: Wednesday, May 11, 2011 3:17 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] OTRS Feature All of the below are available + many more features Shawn Gadow Network Administrator Oregon CUSD 220 "Security is when everything is settled. When nothing can happen to you. Security is the denial of life." - Germaine Greer From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Darshak Modi Sent: Wednesday, May 11, 2011 7:56 AM To: otrs@otrs.org Subject: [otrs] OTRS Feature Dear OTRS Group, We are evaluating OTRS for our Support System. Hope you guys can help us so we can go for OTRS. We currently have system where is client send email to an alias & a ticket is generated. The ticket gets updated if the alias mail is kept in cc/to while replying to the mails. Is it possible in OTRS? We are looking for some features as below 1. Ticket can be created either by mail/ browser 2. Ticket can be assigned to some group mail/personal mail. 3. Ticket can be tracked ,SLAs can be monitored 4. Mail should come when someone responds the ticet. 5. Reports should be available. 6. Customer can do attachment and select priorities. 7. Customers should be created such that different products can be assigned to him for ticket generation for that product 8. Customer can view/get notification on receiving ticket/change of status- NOT ALL But some notifications Thanks Darshak