Hi, We are facing a probably "common" but not "so easy to solve" problem while using OTRS : almost all of our customers use mail to contact us and so when we reply them with OTRS, we configured it to not add the previous mail of the customer so we are not having our own replies (articles in the OTRS naming) with also the customer mail mentionned with ">> ". Problem is that we are facing the same thing for customers replies : our own reply is mentionned classicaly at the end of the mail with ">> " and so it's "breaking" the OTRS view for long time tickets because last articles contains almost all the email ... Is there a way please to tell OTRS to insert only the last mail from customer by detecting a specific character string or other way ? Thanks for your answer, Laurent MINOST