Hi, for now, all customer's requests are made by phone. So, engineer take call and open a ticket with view phone. Now I want to configure an automatic answer, as a return receipt, for all queues. And, in this answer, i want to an extract of the customer's ask. I looked into OTRS notification tags and i'm not sure what is the better tag between : OTRS_TICKET_TicketFreeKey1 OTRS_CUSTOMER_Body OTRS_OWNER_UserComment OTRS_RESPONSIBLE_UserComment OTRS_CURRENT_UserComment Thank you for your advice Best regards Jerome