Reply from customer updated into case note

[limsm]

Good day to all OTRS experts,
I am new to OTRS and have a query regarding a scenario which is quite frequent in the Helpdesk environment.

Scenario:

Agent A has Ticket 1234 to work on, but he needs information from the customer.
He sends an email to the customer using the Compose Answer (email): function requesting for more information from the customer.
Customer receives email(from Agent A) from OTRS system, and the customer replies directly to the email sent by OTRS system.

May I know how it is possible to configure the customer's reply to be received by OTRS system and be added into Ticket 1234's case history as a note?

I know some Helpdesk systems out in the market have this function so that every communication with the user can be logged and documented in the Helpdesk system.

Thanks.

[limsm]

Good day to fellow OTRS users,
There are no feedback so far, does it mean that this is not possible?

Please kindly advise.

Thanks.

[jojo]

Yes, this is default behavior of OTRS.