Hello, I've been assigned a task of solving a inefficiency problem on our company regarding emails. I'll try to explain the problem first so I can get some feedback if OTRS is suitable and how should I configure the system if it is. We deal with a little over 100 different email addresses that must be monitored and addressed by a team of about 6 people. Right now, all mail arrives on a single machine running a mail client with all pop3/imap accounts configured there. As you might imagine, this is highly unusable and creates problems with the machine being overloaded as well as problems with the staff that are taking the following steps to handle these emails: - They each take turns going to the machine where the mail client is. If there are new emails they forward them to their workstation. - They then proceed to reply on their workstation and send their reply to the mail client machine again. - Finally they go to the mail machine again and send the message through the right account to the customer. The system works like this apparently because in the beginning there wasn't so many accounts and they didn't want to configure all pop accounts on all of the staff's workstations. With time, customer and staff increase, this is now almost unmanageable so that is why I'm looking into a ticket system to replace this "mail client machine" and have all staff accessing the system from their worstation. Now my questions: Is OTRS suitable for this, from what Ive been reading it seems almost perfect. But I'm having some doubts about implementation. Should I create a different queue for each email account? The replies all need to be answered through the same account from which the user sent the email and not some general account. I hope I made myself minimally clear, if not, please feel free to ask anything. Thanks in advance. Roberto Gomes