Hi, Now the customer can get an email with a url when I close a ticket. How can I show the content in the reply message? How can I get rid of those "*** THIS IS JUST A NOTE ***" ? The email is like: *** THIS IS JUST A NOTE *** The state of your ticket "2008051410000011" has been changed by "Admin OTRS" to "closed successful". http://helpdesk.exmaple.com/otrs/customer.pl?Action=CustomerZoom&TicketID=32 Your Operation Team *** THIS IS JUST A NOTE *** Thanks, Daniel Chen