I'm not sure if I understand your question correctly, so do correct me if I misunderstood.
Agents may reply to tickes over e-mail, keeping the ticket number in the subject line, but the articles will get appended to the ticket just like regular answers from customers. If you need to identify these e-mails as agent responses, or even perform further actions on the ticket, maybe you could use the Agent Email Interface add-on [1]. I haven't installed or used it, but it does look interesting. -alf delgado --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
