hello all, I am trying to evaluate otrs as a replacement for our aging cerberus install. One key feature that we are looking for (that cerberus does) is when someone submits a ticket (by email) the agent that is responsible for the 'queue' gets that message sent to their email; from there they can reply from their inbox. ex. tom@gmail.com sends to support@domain.com bob@domain.com works with support@domain.com, cerberus will send toms email to bob. bob gets an email from support@domain.com. bob replies to the message via his desktop mua (that tom sent), cerberus gets a copy of it and forwards to bob. long and the short of it, bob never had to log into the website to check for messages or work with the messages in the queues.. is that possible with otrs? does that have a name? thanks in advance.