Hi All, In agent frontend, queue-view & ticket zoom, the Empty Answer link under title "Compose Answer (email)" is not shown for some agents thus restricting the ways to send an answer to the customer, while the other one, Phone call link under title "Contact customer (phone)" is still visible and usable. I did not understand why it works like this and could not find a sensible solution for the problem. Can someone help me? Thanks for your time & consideration, ibrahim __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com