[otrs] Responding to Customer automatically

-----BEGIN PGP SIGNED MESSAGE----- Hello All: I am a recent convert by job change to OTRS from RT and love it! I'm trying to do the following in OTRS and cannot find the magic widget. Any help would be greatly appreciated. 1) Customer sends request (done) 2) Ticket is created and auto-reply sent (done) 3) Tech replies to ticket via email and system is updated (done) 4) Customer receives copy of transaction from 3 (HELP!!! I can't do this). Thanks, Mike