The BATTS e-mail gateway can really simplify things, from a user's perspective. To submit a ticket, mail the system's e-mail address. An auto-reply will be sent that indicates the ticket number in brackets on the subject line. Any future e-mails sent to the trouble ticketing system which include the ticket ID in square brackets will be added as informational entries in the ticket's event log.
If a customer responds to the ticket resolution message, or in general sends in a message regarding a resolved ticket, that ticket will be re-opened and assigned as it had previously been assigned. This is because usually customers reply to complain that the problem is not actually fixed. If the customer simply responds to say 'thanks,' you may resolve the ticket without modifying the ticket status or mailing the customer using the status-ticket command.