1) Enable customer notification per queue for owner and state changes. So the customer gets notified upon all ticket changes. 2) Modify the auto-response for the close ticket notification to include the link to the rating tool. You can extract the agent name from the OTRS variables. 3) If the customer replies to a closed ticket a new one is automatically created (not 100 % sure) Kind regards Falko Zurell Head of Application Management I-D Media AG Ohlauer Strasse 43 D-10999 Berlin fon: +49 (0)30 - 2 59 47 - 357 fax: +49 (0)30 - 2 59 47 - 111 mobile: +49 (0)160 - 3 62 52 77 web: http://www.idmedia.com mail: falko.zurell@idmedia.com ----- Original Message ----- From: otrs-bounces Sent: 20.05.2006 12:30 To: otrs@otrs.org Subject: [otrs] Individual agent ratings? Is it possible to be able to when a call is closed : 1) Send an email to the Customer? How do I enable it. 2) In the email include a link that will allow the Customer to rate the Agent : 3) In the email to include a link to reopen the call with a comment if the customer is not satisfied. Carinus -- This e-mail and its contents are subject to the South African Medical Research Council e-mail legal notice available at http://www.mrc.ac.za/about/EmailLegalNotice.htm