Purpose of email tickets

[aph]

I'm a bit confused about the purpose of email ticket. The tool tip of 'new email ticket' says 'create a new ticket and send this out'. According to viewtopic.php?f=62&t=25934#p103549 an email ticket is used when an agent wants to contact the customer per email. I don't quite understand why an agent would contact a customer to open a ticket? As far as I understand, when customers have a problem they would send an email to the support address or open a ticket from the customer portal and thus a ticket is created and can be processed further and it appears in the queue of the email it was sent to as 'web request'.
Could anyone please explain?

[reneeb]

For example, you provide some service and you want to inform your customer about the maintenance or you identify a problem with the service for your customer. Then the initial action is performed by the agent, not the customer.

But there are many use cases where to use the email ticket...

[aph]

Thanks.

[Giulio Soleni]

Hallo,
I had the same question some time ago and honestly I found the term "E-mail ticket" a little bit unsuitable for that feature. I would have call it something like "support to customer tickets" or "reverse tickets" ...
Anyhow, I decided to hide this functionality from the agent's console.
Should you decide to get rid of that entry in the "Tickets" button, it's enough to uncheck the tick from Frontend::Module###AgentTicketEmail in Ticket -> Frontend::Agent::ModuleRegistration