how to add customer's comments come with reply of notification mail below reply of ticket

[GulsumCengiz]

Hello ,

I want to add comment of customer come from e-mail reply. For example, the customer open ticket with customer's portal. After the agent analyze the ticket, the agent wants to send reply for ticket and otrs send mail to customer with notification but if the customer reply that notification mail from email, we can not follow replies of customers. So i want to how to add customer's comments below of ticket for sending with mail reply.

Is it possible my request?

please help me:(

Thanks in advance.

[jojo]

you have to import the mails into OTRS (fetch via POP3 or IMAP). The sending mail address needs to be the same as the one imported