I agree: Bringing in a link full of information leading to an IRC client shouldn't be the hardest Part. The connection back to OTRS would require the IRC client of either being capable of sending emails, or elsewhere communicate with OTRS. This could be a bot sitting in the channel. reacting on commands from Admins and users of that very channel.
It shouldent be to hard to make the irc-client aculy log to a file or send a conversation via email. This would be prefered sense you could never make a irc-bot that catches a private conversation between a customer and the agent. It could be done by messing around with a irc-server even if I think that would be to make it more complicated then nessesary. A key, command or something like it that the agent can activate to make the client log to a file for later import into OTRS would be the prefered way I think ? and wouldent demend to much work over a already working client.
My thinking is that one would want to inititate the IRC session from inside an existing ticket - or consequently initiating IRC would create a new ticket if none was open.
That would be solved by the above way ie. to have something that activates the logging function for later import to OTRS. Regards, Patrik