OTRS - ticket processing by e-mail (using the system as a gateway). How to setup?

Question

Documentation

We decided to transfer customer support from the "grandfather" method with a mailbox to OTRS. Installed and configured OTRS (2.4.8), everything is fine, but there was one little problem.
Lovely support ladies, as it turned out, often use the off-line processing mode - they download letters, disconnect from the network, write answers, and then send them in a bunch.

How to make OTRS work in this mode is not clear.

The scheme of work in the end needs something like this:

1)Customer send a e-mail to [email protected]…
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 [email protected]…

Asked a question to imported colleagues, while silence.
Maybe someone in the course?
Thanks in advance for any thoughts on the subject.

PS. In general, you can sprinkle the module, but how it is configured in this way, it makes sense then to build lisapeds.

Answer 1

I apologize in advance, but in order not to create a separate branch, I'll ask here. How did you solve the issue of automatic collection of mail from the technical support box?

Answer 2

meettya welcome, I also stepped on this rake and I'm very interested in notification, did you solve this problem? what are you already familiar with?