Hello, I wanted to build a custom agent that will do this: Take emails from ABC@abc.com with the ticket # in the ticket and place it in the ticket in the same manner as if the subject was [Ticket#2007etc] The subject would only contain 2007.... but not the [] or Ticket# And these only come from the same email address or the same address suffix abc.com Anyone done that before? Is there a way to dissect the subject to do this? Did I miss that in the DOCS? Thanks, Jim