Hello dear OTRS user list, Our problem is the following: If the customer opens a ticket via e-mail, we want to notify him that we have received his mail and that we are going to process it. If the we open a ticket via any other method ("New phone ticket" or using our company's "My account" website, which internally uses GenericInterface), we don't have to notify the customer via e-mail that the ticket has been received. The customer already has a feedback that his ticket is being processed - sometimes the ticket is closed on the spot, typically for Phone Tickets. "Auto-Answers" allows to automatically send responses to customers on the occurence of certain events, so it *could* do the trick, except that it doesn't allow to have a different behavior for the 2 cases above. Does anyone know another OTRS feature which could fulfill our need? Thank you, Olivier