When a customer replies to a ticket, I would like the followup to appear in the QueueView so another Agent can pick it up if necessary instead of appearing the Owner's Mailbox. I thought by setting the Queue's option for "Ticket lock after a follow up" to "No" this would happen, but it doesn't reliably. Sometimes I find followups that are unlocked and I'm not sure why it works sometimes but not others. Can anyone advise? OTRS 2.3.3 -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com