Sending Reply Emails through Outlook

[rdevine]

How can I reply to tickets through email and have the system recognize the ticket number that is created in the Subject upon ticket creation and categorize the reply as a reply and not a new ticket? Do I need to use key words in the body?

I would also like to close tickets through email, is that possible as well?

[jojo]

Agents should only work via frontend

[rdevine]

OTRS has created an Add-On-Feature that allows the admins to use external mail systems to reply to emails and include tags that will log the reply. There has to be a way without the tag. Right now I can get the reply to get posted to the ticket but the article type is always customer - email external causing the agent to receive a follow up not the customer.

[jojo]

the add on works this way:

OTRS (notification) -> Agent
Agent (replies with TAG) -> OTRS
OTRS (reply) -> Customer

[rdevine]

If I just add a tag within my email system (outlook) and put OTRS as the tag it will work?

[jojo]

use OTRS not Outlook for sending mails