Hi, What options are there available to handle request by e-mail different for customers that are known users to OTRS and ones that are not? Like, can non users be denied with a special reply? The mail sent/forwarded to a manual agent? A different queue? Anyone implemented automatic customer user creator on non-existense? Kind regards, Frans Stekelenburg NetDialog Service Center NetDialog - nsc@netdialog.eu - +31 30 789 3636 - www.netdialog.eu http://www.netdialog.eu/