Hello, we are trying to send to the agents the same notifications sent to the customer in order to everybody be informed on what is going on regarding any ticket. Tried to use notification "Agent::AddNote" but it was not triggered. In agent user creation form there is no "Add note notification" combo box like there is "New ticket notification", "Follow up notification", "Ticket lock timeout notification" and "Move notification". The doubts are: 1) what is the event that triggers "Agent:AddNote" notification? 2) Is there a way to send to agents/customers any message (external only) exchanged between them through the system in email notifications? 3) How can we create new notification types that do not exist in the system? Thanks for the support. [cid:image001.gif@01C9CFCF.9E412860]http://www.wedotechnologies.com/ Mauricio de Andrade Ramos - Consultant I Rodovia SC 401, Km 4, Espaço Primavera, Bloco C 88032-000 - Florianópolis - Santa Catarina - Brasil Tel. + 55 48 2108014 Cel. + 55 48 99814274 mauricio.ramos@wedotechnologies.com www.wedotechnologies.comhttp://www.wedotechnologies.com