Hi All, I disabled Ticket::Frontend::Quote, in order to get this behaviour (quoted from Admin manual): "original emails will not be quoted but appended to the response." This works as expected when replying to incoming customer mails, but not when replying to outgoing agent mails (typically: for adding a piece of missing information), see a generic example below. Any hint? Hermann, using OTRS 3.3.4 What I get: ---- Message from Customer --- From: Customer To: Customer Subject: .... Date: .... What I expected: ---- Message from Helpdesk --- To: Customer Subject: .... Date: ....