OTRS System Configuration

[rsmendes]

Hi,

I'm a vendor and I would like to have OTRS to manage my costumer requests.
I really don't know much about OTRS and all of the fields I see.
I just want a simple processing schema, where, depending on the Campaign (set by from where emails are fetched from), the tickets are assigned to a internal group.
Reply would be done by email and ticket would go on pending for close, follow-up when costumer replies.
I looked around a bit but I didn't see any tutorials on this, and I'm not very confortable with all the OTRS options.

If someone would volunteer to help I would be most appreciated.

[crythias]

depending on the Campaign (set by from where emails are fetched from),

That'd be queue/Postmaster Mail address

the tickets are assigned to a internal group.

They'd be assigned to a queue

Reply would be done by email

No, not in OTRS. Reply by agents (people handling tickets) would be done through the web interface.

ticket would go on pending for close

Yes, set next state as pending autoclose successfully.

follow-up when costumer replies.

Default.