Hi everyone, First, a suggestion regarding the newsgroup digest : It would be very convenient if I could go from the digest directly to the web interface for each message in the digest. Something like http://www.mail-archive.com/otrs%40otrs.org/msg01515.html Second, our support agents has brought up the following problem: sometimes a junior agent reply, and than a senior agent reviews his answer and has comments related to the answer that he would like to forward to the customer. Currently, it is not possible to "answer" when you are focused on agent reply. If they go back to the customer answer and reply, they can't relate to the other answer text (only cut and paste, and than you don't get nice ">", etc). I think I can do that myself, but as I think this is a general thing and my perl is not that good, it might be better to be doing it by someone else. Regards, Moshe