Hi Guys, maybe this could be a solution for the e-mail discussion. Tell me what you think about it: An agent has to use the browser interface to "get" the tickets but the system sends the tickets to his e-mail account. There could be a "lock ticket and send this ticket to me by e-mail" functionality. We did have such an approach at the STTS (the trouble ticket system at SuSE). In case an agent doesn't answer this e-mail within a period of time it gets unlocked again automaticly. Pro: Every agent can use his favorate e-mail client. Con: Every agent has to use a browser and an e-mail client (two tools). BUT, one of the key features of the OTRS is the possibility to create standard responses and to answer these tickets very very fast. To use an e-mail client to answer the tickets is kind of bypassing this idea. take care Stefan Wintermeyer -- Stefan Wintermeyer What am I, a doctor or a moon shuttle conductor? (McCoy) "Star Trek"