[otrs] email flows between agents and customers

Hi all I'm new to OTRS and I'm have a problem with the setup I think. I want to setup OTRS so every email/conversation between customers and agents(always using their outlook, not the web interfaces) get recorded into the ORTS. i.e: Customer reports a problem via email -> OTRS OTRS assings this new ticket to an agent -> OTRS sends email to agent agent answer to customer using email -> OTRS -> customer customer answers agent via email -> OTRS - > agent and so on.... When I worked with RT, I remember this setup was possible..... is it in ORTS? thx