I know there are multiple threads on this, I have read them all including the one I posted. I know you keep answering and closing the discussion so I am opening the dialog once again.I would like the ability to have an agent email a response to a ticket. I understand the collision avoidance your hyper focused on but as it was stated in other threads, let us have the option to select where the reply gets posted and deal with the results. Blindly saying all agent replies go into internal notes is not an open system but rather forcing us to use the system the way you think it should work.Again if you work with me I will assist with the code creation on this but I am sure your team could easily make this optional addon for us to optionally download and add to our install or not.Also please realize that this is not just me requesting this many here have voiced this desired addon. I also do believe like many of the other ticket systems that can do this osTicket can do this as well.Please don't close the thread until we can find a workable solution as a community.Thank youJames