Dear all, There seems to be something wrong, when I reply to an email (from OTRS) that one other Agent wrote before me. The scenario goes as this: 1- Customer sends email 2- Agent replies 3- I (Agent) reply back to the Agent.. my intention is to follow up on what my colleague had just wrote earlier 4- In my email, the TO is set to the Customer (OK), and the CC is also as per the original email (OK)... but in my email body it says the following: ---- Message from Customer --- From: Customer To: Customer Cc: Original CC Subject: Re: Date: 2011-06-22 08:57:00 Agent email body. When it should show the following: ---- Message from Agent --- From: Agent To: Customer Cc: Original CC Subject: Re: Date: 2011-06-22 08:57:00 Agent email body. Any help with this? Thanks and Best Regards, Muhammad El-Sergani.