The NEW version of kayako does not allow you to respond to tickets via email. If you respond to the ticket via email, it will update the ticket but not inform the requestor. The custom formatting of notifications received on NEW cases/Case reply's is quite awfull, there is a ton of spacing between different variables, and does not look professional. Kayako Classic had much better formatting on the ticket notifications. Here is an example of the old verse NEW: Kayako Classic Status: In Progress (was: Open) Home Phone ---------- Ticket ID: ZVE-863-88399 URL: Name: Keri Email address: Creator: User Department: Support Staff (Owner): -- Unassigned -- Type: Issue Status: In Progress Priority: Normal SLA: Default 24 Hours Plan Template group: Cloud9 Created: 18 January 2016 03:16 PM Updated: 18 January 2016 04:16 PM Reply due: 21 January 2016 04:16 PM (3d 0h 0m) Resolution due: 29 January 2016 04:16 PM (11d 0h 0m) Just unplug or turn off as well? Keri Berry _____________________________________________________________________ NEW Kayako Notification Empty Space Message: correct, it's their server that's rejecting the message. Do you have facebook or linkedin links in your signature, as that could cause your emails to get rejected Creator: Organization: Brand: Reply to this email or view the whole conversation online.