*My questions:* 1. How does the OTRS count created tickets ?? (are open tickets included ??). Is it possible to count the number of emails received per day ?? 2. How does the OTRS count closed tickets ?? (what about mulitple emails in one ticket and merged tickets ??). Is it possible to count the number of emails sent per day ?? 3. How can I count the average number of emails sent back and forth within a ticket ?? Counting emails received and sent back and forth, it would be interesting if one can count minus the email conversations with the supervisor, so we only get the customer - agent data. 4. How to organise tickets so they show in order of last received email (and not in order of age of ticket) (again if possible minus the supervisor emails) 5. How can I count how great the percentage of emails that were replied to in 48h, 72h and who had to wait the longest (e.g. 9 days) I would be glad if you could help me out or forward my email to some expert. LG, Debbie