[rt-users] Agent reply to customer - initiated by mail?

[kschmitte]

Hello Ruslan, 

thanks - after setting up incoming & outgoing mail to the 2 needed mailboxes
(support & support-comment) I'm able to 
  -> Answer customers
  -> Comment tickets
by mail.
Great!

As we are currently only 1 full time and 2 part time agents working,
collisions will in the fírst step be avoided by sending a comment telling
all other "my ticket" and then sending an answer. 
The next will be to learn Perl and get deeper into scrips - then your
recommendations on processing will be very useable!

Thanks for you your help!

Kai
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