Hi, For the CustomerUser information we use our LDAP server. We have the following problem: When the helpdesk is unable to solve a ticket, we sometimes forward the mail to an external expert. That seems to work fine, but we have a problem replying to the expert if we need more info from this expert: What we do: We zoom in on the ticket, select the "customer (email-external)" to go to the mail sent by the expert. We use "compose an answer". Doing this, The To:address is changed to the customer who initially sent the mail. And we get a message at the top saying: To: (expert-adres) replaced with database email! We don't want this, since we're trying to contact the expert. How can we make sure this address is not replaced, but kept. The mail itself mentiones the first name of the expert if we use the , so this is correct. Only the To: address isn't correct. We can go around the problem, if we update the customerID for this ticket ito something different and use the compose answer to this expert. In this case the e-mailaddress used is correct. Of course this is no solution, but maybe this information can help. Any idea on how to solve this when using the LDAP? Thanks, Anne-Mie