cases - can it be used to track a customer email exchange?

cases - can it be used to track a customer email exchange?

The goal is to assign a case (done in zoho), then email the customer from zoho w/the case number, then auto-route the customer response with the case still in the subject line, maintaining a thread of the conversation. Basically, OTRS has this functionality, so I thought I might replace OTRS with Zoho if this was possible.
gr8tango