[otrs] Agent reply via email

Hello, I am using OTRS 3.0.6. Is it possible for agents to reply via email? I would like the agents to be able to reply to the notifications they receive, and then have the email picked up by OTRS, OTRS will recognize that it is an agent (rather than the customer), add the notes to the ticket from the agent, and also send the email to the customer? Thanks, Kris