[otrs] Agent reply to ticket notification

Can OTRS do this: 1) A user sends in a ticket via email. 2) The queue agent gets a notification (via email) with the ticket details 3) The agent replies to the ticket notification with a response to the user 4) The OTRS server adds the agent response to the ticket and sends it to the original user It looks like it does everything except send the agent's response back to the user Thanks Jeremy P