We are testing zammad to substitute and RT version, the principle of zammad is quite different from RT.
My question is in RT we setup 3 emails queues and when a ticket arrived to a queue all users of that queue will receive an email with the ticket, and they can reply directly from they mail client software or access the web interface.
But in zammad i think that’s quite different, i can setup the 3 emails channels, all people in each channel/group will get an email notifiying about the ticket, this notification cames from email@example.com , so it will not be possible to reply directly from they mail clients to the tickets, is that right? or I’m missing something in the setup?
I’ve read the documentation but I’m a bit lost.
Thanks for any assistance.