Agents answering to email are closing the ticket

[balaala]

Hi, I am a newbie and maybe asking a stupid question.
One of the agents is answering to the email notifications he receives when a ticket is sent to his queue.
OTRS receives the mail, the body of the email is stored as a note and then the ticket is closed.
How can I prevent the ticket from closing? I only want the note to remain.
Thank you!

[fcasal]

Probably you will have some option for doing that, maybe an ACL, or Generic Agent, or any other thing. Check these options.

Regards.