Hi,when user replies to the email sent by osTicket and your receiving mailbox is polled by osTicket (i.e. cron), it "works out" the correct ticket thread and appends user's response to that thread.Users can't view threads without some form of authentication, typically with email and ticket number of starting with v1.9 they can register for an account so they have traditional username and password.Unless obviously they browse their notification emails which isn't very convenient for thread reviews.Regards,SebastianosT+: centralised hub to easily handle multiple business areas with responsive design (free osTicket mod)