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Hello and thank you in advance for your help. I just installed 1.9 and have it pretty well figured out except... -customer fills out support ticket.-I get alert on my email. I log into OS ticket and post reply.- customer then gets email with my reply.-customer reply's to my email (directly, not using OS Ticket GUI) about more details about the situation (I want the email reply from customer via email to enter his response automatically into the ticket for tracking reasons) I;m guessing there is a way to do this but not sure how. Thanks again for your help. This looks to be a great ticket system. My thank you for the person/group who made this. Bryan