Hi, Ive seen some mention of posible IRC chat support within OTRS, and am wandering if anyone has looked at one-one chat support stuff? E.g. a user logs in and requests a live chat with an engineer, one of the engineers curently on call pick up the request and start a chat sesion with the customer, at the end the customer is emailed a copy of the transcript, and the whole thing is loggd to a database. If anyones ever used Epson's e-support pages they will have come across this type of thing, a quick search of google gave me : http://www.elitehelpdesk.com/index.php (not had a trial run of it yet, i think they are in bed at the moment, i know i should be!) But this would be better (in my opinon) than a IRC chat client, because the chat sesions are purly between the user and the engineer, and cant be vied by anyone else. If this is what was ment by IRC chat being intergrated into OTRS i am sorry for posting this email. It was just my understanding that IRC was normally an open chat sesion rather than a closed sesion between 2 people. Yours Matt Lowe otrs@mlsis.co.uk -- This message has been scanned for viruses and dangerous content by the www.ms.mlsis.co.uk MailScanner, and is believed to be clean. Please contact ms@ms.mlsis.co.uk for support.