[otrs] feature request and question

Hi all, So far, so good. OTRS is working very well. Two things - 1. can agent open a new ticket for customer in a reply? what happens is that customers always "reply" to the last agent reply, even if this is a totally new and unrelated problem. 2. we had a problem with the agent compose page expiring during the time that he wrote the answer. I am not sure where this can be set (we are using apache on redhat7) Thanks, Moshe