[otrs] Sending out mail in OTRS

Hi, I was wondering if the OTRS software allows agent to send out mails to customers on their own initiative and if these mails contain automatically a ticketnumber? I walked through the manuals but didn't find any info on this. I'm looking for a trouble ticket system, not only to respond to customers questions but also to contact or give info to customers (no bulk mails!) and include a ticketnumber at the moment of sending. If OTRS can do this, my choice will be made immediately ;) Thank you, Nic