Mail Service Engine
The Rator system can be set up to fetch mails from a support mailbox like support@cdrator.com to which end users send mail.
This engine collects the mails and loads them into the database for further handling in the Rator system.
When an outgoing mail (e.g. answer to an end user mail) is placed in a speciel queue, this engine will also handle sending it.
This is a standard engine and the documentation can be found here: http://confluence.cdrator.com/display/Customers/Mail+Service+Engine