[otrs] Really not understanding the concept

I have only dealt with less sophisticated Help Desk programs. Please forgive me. What I thougt this system would do is that the customer would log in to the customer.pl page and create a new ticket. From here, the system would email the appropriate person. This appropriate person (technical staff) would receive an email saying "Hey, there's a ticket out there for you." I would then go into OTRS and review the ticket, etc. Is this possible? If so, what do I configure to get it so the ticket created will somehow cause OTRS to email the technical staff that a new ticket has been created? Thank you again. --------------------------------- Do you Yahoo!? Yahoo! Tax Center - File online, calculators, forms, and more