It would be great it there was a step that would allow a search of tickets to get the status of the ticket. For instance, the end-user selects an option to look up ticket status, enters their ticket number, and then served back is a configurable feed - you select which public fields are served up to the end user, and then there also be a link to the ticket in the Activities portal.
Idea Submitted
Ability to Look up Ticket Status in Messaging
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