Just trying to get my head around the use of Outbound and Inbound e-mails. I have a potential requirement for Engineers to be able to send the contents of Incidents (e.g. details) to customer's via e-mail - probably with notes as anotations, and for any comments received in replies via e-mail to be automatically added to the Incidents as notes. The Engineers should be able to do this at any point through the process.
I've had a look at the Administrator Guide which seems to hint at the use of Updates for inbound stuff - but before I start charging off into the wilderness I wondered if a) anybody has any guidance on the best way to do what's outlined above and b) is there any good available guidance/tutorials available on how to use the mail stuff?
As usual any help much appreciated - even if it is RTFM (as long as somebody can tell me which bit...).