Probably I'm wrong, but my testing is failing and I need to know which queue follow up option is the best for this scenario:
Get a ticket
Get other answer and attach the answer to the same ticket
Answer the ticket as agent
Agent Close the ticket
*If the customer send another email using the same ticket number, I need that OTRS open a new ticket instead attach the email to the ticket that is already closed.
But anyone is working for me. Do you know which one is or if I need to set up something in the config area?