[otrs] Reply-to field for Agent notification

Hi there, We try to setup a working OTRS system for our support team. These guys are mainly supporting our customers through email, spending most of their time at customers sites with no web access. We would like to use OTRS to manage tickets but we are stuck with an usage problem. We would like our agents to be able to directly answer the customer request after a new ticket creation. For that we thought about having the reply-to agent notification field setup with the customer email. Doing so, an agent could directly answer to the customer (with a 'cc' to otrs system). Does anyone ever tried or solved this ? TIA for your help, Best regards and happy new year. Chris.