Hi,

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1. can agent open a new ticket for customer in a reply? what happens is that customers always "reply" to the last agent reply, even if this is a totally new and unrelated problem.

No, you need to open the phone view and cut & paste the new ticket infos into the phone view. Then press "create" and a new ticket is created.

-=> Of course a functions (link) would be nice for this. I put it to the TODO-list (misc).

Yes, a more straight forward way of doing this will be very nice. I think this is a very useful function.

...

2. we had a problem with the agent compose page expiring during the time that he wrote the answer. I am not sure where this can be set (we are using apache on redhat7)

What is expired? The OTRS session (needed to login again)?

No, it is not session expiry, but page expiry. I understand this probably has nothing to do with OTRS, I was just wondering if you encountered this problem. The agents work through squid, and it might have expiry of its own. Too many links on the way - browser, squid, apache... Thanks, Moshe