OTRS — handling tickets via e-mail ( using the computer as a gateway ). How to set up?


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Decided to transfer support for customer requests with the "old-fashioned" method with a mailbox on OTRS. Delivered and set up OTRS (2.4.8), everything is fine, Yes there was one maaalenkaya problem.
Lovely support ladies, as it turned out, often use off-line processing mode — download emails, disconnect from the network, write the answers, and then pack their otpravlet.

As in this mode to get to work OTRS is unclear.

The scheme works in the end need roughly as follows:
1)Customer send a e-mail to support@...
2)Tech receive a notification e-mail in outlook
3)Tech answer from Outlook to support @... ( OTRS)
4)Customer receive e-mal from OTRS
5) Customer answer to support@...


Asked question foreign colleagues until the silence.
Who can know?
Thanks in advance for any thoughts on the subject.

PS. In General it is possible to write a module, but how it is itself so configured, then the meaning of lisped to build.
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2 Answers

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I apologize in advance, but that would not create a separate branch, I'll ask here. How you solved the problem automatically collect mail from the box tech support?
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meettya welcome, also stepped on these rakes and very interested in the notification, have you solved this problem ? with what is already familiar ?
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