Hi ntozier,thank you very much for your answer, I wasn't aware of the "Collaborators" feature.It basically works, but I'd like to "throw out" some ideas how I believe it could be implemented a bit neater.If I'm not mistaken, it is not possible to add collaborators when creating the ticket. Instead, the ticket has to be created and saved first, and then edited.But by adding the collaborators AFTER creating they ticket, they will not receive the initial email with the ticket description. I'm aware there's a workaround (creating ticket with basically no description (but can't be empty), then saving it, adding collaborators, then posting the real topic as first reply).IMHO, this is a somehow "bumpy" way of doing it.Wouldn't it be easier if the collaborators could be added in the same window where the user is added: And another thought: It would be great of collaborators could not only be added as individual members, but as teams.Lets say my customer has three people with whom I have to deal: Employee A, B and C.Employee A and B are part of the Pricing Team. Employee B and C are part of the Web Team.When I create a ticket related to pricing, I could just assign it to the Pricing team, instead of picking the individual members every time.Or in other words:- A user can belong to n (0, 1 or several) teams- A ticket can have n collaborators- Collaborators can be individuals, or teamsPlease don't get me wrong, I really like OSTicket, especially the piping (allowing customers to answer by email) is amazing. What I wrote above is just meant to be "food for thought", a constructive criticism. I believe it reflects a "daily life business reality".Thanks!!