Hello! Thank you for the fast answer... in attachment I'm sending you the template subjects required. For the other question, I answer you here below:Are the emails being "sent to a departmental e-mail address" replied to one of the system generated emails?Not replied: a new e-mail, with only the #ticket-number in the subject, to one of the system department e-mail. Using "reply" to the authomatic e-mail generated from the system, all works good.Are the people replying the ticket owner, or a collaborator on the ticket?No: we'd like also "unkown" users could append message to an existing ticket, just knowing its #ticket-number. That's the function we're not able to set (if it's possible).If it's is not possible from the backoffice of the system, but you know some workaround to obtain that result please feel free to porpose!!Thank you once again for the precious support.