My organisation make great use of queues. Emails come in, cases get created and a member of staff will assign it to whoever should respond.
However, that member of staff will then find it very difficult to easily respond to the original requester. They will need to open the email message attached as an activity to the case to see the details. They will then cut and paste this into a new email along with the relevant email address and then reply and send it.
Is there an easy way to click a button in the case and it will prepare an email for you generated in outlook for you to just pop in the response and click send? We primarily use outlook to create emails rather than using CRM to send emails as it has no signatures which change often.