Users can reply to email notifications that are sent to them by the Ticket Tracker. Their reply must be sent to the Reply-to address which is set to service@wolfram.alexium.com on Wolfram. The reply will automatically be appended as a comment to the ticket. Note that users must not change the subject line when they reply to an email, because the Ticket Tracker looks for the Ticket ID string in the Subject header. If you know the ticket number, you can type it in a new email to the email address above if you put something like this into the subject (TR#508). However, replace 508 with the ticket number that you want to comment on.
It is good practice when you reply to a notification email not to include the text of the notification itself. This text is already included in the ticket so there is no need to add it in as part of your comment. Also, it is preferable to send email as plain text, without attachments.