Under the "Admin" panel, you need to setup the Responses and the Responses <-> Queue. Each queue can be configured for different responses. I've created one that appears in all queues that is called 'Custom'. This way users know that this is for custom responses and not predefined ones. ----- Jeff Shepherd Technical Specialist jeffs@tolisgroup.com mailto:jeffs@tolisgroup.com TEL: 480-505-0488 x223 FAX: 480-505-0492 "Success usually comes to those who are too busy to be looking for it" - Henry David Thoreau (1817-1862) Bas Rijniersce wrote:

Hello,

In some of my incidents there is no Email reply short cut showing on the right hand side. Phone call is there only. I have not figured out the logic, the customer has an email. I try to do it on an email from the customer. Etc etc

The only solution I used up o now whas to use the forward link to sent my reply, but I just noticed that that closes my incident :(

And since I don't know how to re-open an incident, I'm stuck :-)

So really 2 questions:

1) Whu does the email link not always show up 2) Is there a way to re-open an incident

Thank you for your time

Bas ------------------------------------------------------------------------

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