[otrs] Can users (agents) work with OTRS by email?

[Nils Breunese (Lemonbit)]

Oleg Polovinkin wrote:

> I want to give users of my OTRS (agents) to work partially with  
> OTRS without web
> interface. Now I have:
>
> 1. Customer writes email to support at blabla.com. This address is  
> used for OTRS,
> so new ticket created and agents informed by email about that new  
> ticket,
> including content of customer's message.
>
> 2. Agent press "Reply" button in his mail user agent and writes  
> answer to
> customer.
>
> But OTRS embraces that agent's answer as CUSTOMER's message, not as  
> agent's note
> or agent's answer. Can I change that behaviour? Can I configure  
> OTRS so it'll
> treat agent's reply to notification message as an internal note?

I don't believe that is currently possible. Also you wouldn't be able  
to set pending reminders, close tickets, etc.

Nils Breunese.
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