Many of our agents login to RightNow only when they receive an email notification from being assigned an incident or the incident is updated by the customer. In many circumstances it would be nice for the agent just to be able to reply to the email which in turns populates the incident thread with their response, updates the status according to the default parameters within the rules, etc that are normally done on a standard reply. Also, it would be great if the agent had a choice whether to add a quick reply or a quick note to the incident.

Doesn't sound too unrealistic especially with Outlook Integration (but OI doesn't do this).