Cases flow

[runa]

Dear All:
We're configuring SugarCRM to support our users, using "Cases".

We've setup the accounts and we're using support_test@domain for incoming mails which are (manually) converted to Cases. Now, if one of the support guys needs to ask something to the customer, how does he do it?

Does he has to send an email with the [Case X] tag on the subject field?
So, every support guy has to have it's own email address, and have it configured in SugarCRM so customer answers appear there?

I was expecting something which was 100% web, excluding the initial ticket submissions and web comments, but If email is my only option, I'll go with it.
Also, how can I do later to allow customers to login and see it's old Cases?

Thanks.

[kpit]

First there is a webportal that will allow your customers access Check out SugarForge here for more information about the portals.