Outlook integration

[toonvd]

Hi,

We are thinking on integrating OTRS in our helpdesk system. Nowadays our people follow send a mail to ict.location @ ourcompany.com. We must automatically check Outlook for new helpdeskproblems. I have searched across the website and forum looking for some documentation about integration with Outlook.
We want to have something like this:

• Send a mail like subject"HELPDESK <personal number> and contect: "I have a problem with programX..."
  OTRS checks automatically the inbox with prebuilt filters
  Operators solve out the problem
  OTRS sends their answer to the customer by Outlook

Can someone help us and confirm that this is possible?

[jojo]

OTRS won't check Outloo. It will fetch emails out of a POP3 or IMAP Mail Box.

[crythias]

OTRS will fetch and DELETE all mail from the mailbox.

[ferrosti]

OTRS will 'replace' your Outlook helpdesk mailbox.
We do have a site.helpdesk@company.com postbox where helpdesk agents have access to. OTRS itself grabs ALL mails from there, imports them and filters them into the desired queues. This means in our case that the helpdesk mailboxes are flushed to OTRS every 5 minutes and OTRS generates a ticket from it. All work from our helpdesk agents is done through OTRS.
Our agents still have these Outlook mailboxes open for one reason. In case a customer sends a mail to a person directly instead of using the helpdesk address, the agent can easily drag and drop this mail into the helpdesk mailbox which will then be imported to OTRS and filtered to a queue which the agents usually works on.
The agents themselves 'watch' certain queues, which means that they get mails to their personal mailboxes for certain events in their watched queues.

This way our agents still get mails for informational use about new tickets and so on. All work like reply to customer and notes are done through OTRS.