Hello, Apologies for resurrecting a two-year-old thread. I had also been looking for a good solution to this which did not involve beginning a reply or viewing the plain text version of the message. This thread was the only match that I could find, so thought I would share the hack it helped me to create: [This is for OTRS 3.2.x, but may be adaptible for other versions.] In: /opt/otrs/Kernel/Output/HTML/Standard (or similar), where the .dtl files are located, edit: AgentTicketZoom.dtl Find the RowRecipient section, which looks like: <!-- dtl:block:RowRecipient --> <label>$Text{"$Data{"Key"}"}:</label>

$QData{"Realname","200"}</p> <div class="Clear"></div> <!-- dtl:block:RowRecipient --> (mail client wrapping notwithstanding) and modify the <p> tag so that the section becomes: <!-- dtl:block:RowRecipient --> <label>$Text{"$Data{"Key"}"}:</label>

$QData{"Realname","200"}</p> <div class="Clear"></div> <!-- dtl:block:RowRecipient --> Note that this is literally the addition of two attributes to the <p> tag and nothing more. This has been tested as working in the latest Windows versions of Firefox, Chrome and Internet Explorer (November 2013), and should not cause harm in anything lesser if it fails to function. At first glance this does not change the appearance of Articles in OTRS, but with the changes, a double-click on any recipient field will toggle it to show the e-mail address in the system, as seen in the tooltip. It has been set to double-click since the user's next action is often to click and drag to select the e-mail address to copy it for pasting elsewhere. Had this been set to single-click, the text would have toggled away again, causing frustration! Best Regards, Carl W. -- Exa Networks Ltd W: exa-networks.co.uk | echori.co.uk | surfprotect.co.uk E: @exa-networks.co.uk M: 27-29 Mill Field Road, Cottingley, Bingley, West Yorkshire, BD16 1PY T: 0845 145 1234 ....... Fax: 01274 567646 ....... eFax: 01274 911855