Hi @HeDu as the ticket is worked on, the requester should be getting status messages. If you would like some additional notifications, you could easily setup these with Automations. I use them to remind the customer that we are waiting for additional information.
Here's some more information on Automation: Automation Actions
If the automation sends out a notification, they should be able to reply to that email and their response would get added to the ticket.
Hope that Helps.
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