I know exactly what Nick is looking for. There is a program out there that does exactly that. http://www.perldesk.com. Now we switched from perldesk to otrs and love otrs. It is a bit more scalable and has a lot more features that perldesk does not. Otrs is easier to configure in the long run than perldesk but perldesk has the advantage of email control. Basically Nick wants to run everything from email. Which by the way is a good thing is some respects. The only thing perldesk can not do, if I remember correctly, is close the ticket from email. You guys should check it out just to see if there is anything there worth adding to otrs. Thanks Gene Parks VIP Direct Atlanta