Dear All I have set up a notification event on closing of tickets to notify our customers (inter customers) when a ticket has been closed. If a customer closes the ticket themselves from the customer interface one of two things happen: 1. If the ticket was not locked by any agent the message says "Ticket was closed by Admin" with message "The following information was submitted on closure:-" 2. The ticket was locked by an agent. The message is "Ticket was closed by Agent Name" with message "The following information was submitted on closure: 'last text submitted by agent'" Of course this is not true, as the ticket was closed by the customer. Is there a way to fix this? Louis DISCLAIMER This message is intended solely for the individual(s) and entity(s) to which it is addressed. It is confidential and may contain legally privileged information. Any unauthorized review, use, copying, storage, disclosure or distribution of this e-mail and any attachments is strictly prohibited. If you are not the named recipient or have otherwise received this communication in error, please destroy this message from your system and kindly notify the sender by e-mail.