Hi there, Thanks to http://lists.otrs.org/pipermail/otrs/2008-March/022495.html I do understand how the survey works. The organization I'm installing OTRS for, wants the survey to be sent for every ticket created. Since this is not the default behavior, I thought about training the agents to send a response to the customer when closing the ticket. The body of this response was copied from the original invitation to fill the survey, which includes the following link: :///public.pl?Action=PublicSurvey&PublicSurveyKey= Unfortunately when the e-mail arrives to the customer inbox, it does not return the value for the variable. How can I find out the value of this variable? Is it possible to resolve its value with my procedure? Thanks in advance for your help. -- Leonardo Certuche 301 284 6250 leonardo.certuche@itcon-ltda.com www.itcon-ltda.com Medellín, Colombia