Hi, I just realized that if a customer initiate a ticket via OTRS the auto-reply goes correctly to "name <e-mail>" but subsequent replies only identifies the user as "e-mail". So, if John Smith sends a new inquiry, the autoreply goes to John Smith but the next replies go to [ john.smith@js.org ]( mailto:john.smith@js.org ) The original e-mail only includes the "From:" header. I don't know if we need to include additional ones like "Sender:" or there is another way to solve this. We are using OTRS 5s. Thanks, Sebastian