I'm fairly new to otrs, and I suppose this question has been asked
before, but I'm not able to find an answer.  What I want to do is to be
able to reply to a ticket that is created by a customer from my mobile
device, and have that reply forwarded to the customer. 

So, for example, Customer A sends an email to my otrs system.  Otrs
sends an auto-response, and also sends me a message saying there is a
new ticket.  I reply to the otrs system, and it's logged as a follow up,
but the customer never sees the message.  Is there any way to adjust the
settings so that I can send replies to customers without having to use
the web interface?