How do end-users read the public reply

Hi Chin,

There would be two ways. The first would be to set up a trigger. The trigger would look something like this:

Condirions:
Comment > Is > Public

Actions:
Email user > (requester)
Email subject > whatever you want the subject to be
Email body: would have to contain {{ticket.public_comments_formatted}}

The code above will be replaced with whatever the public comment is on the ticket. 

The second way would be through the end-users ticket portal. This can be accessed by going to your help center, clicking on your avatar, selecting "My activity," or navigating to support.[your domain]/hc/en-us/requests. 

If you use {{ticket.id}}, that will create a hyperlink to the ticket in the portal. No clicking around needed. 

I know my answer was kind of all over the place, but I hope this helps! Feel free to ask me to clarify anything. 

Thanks a bunch for jumping in, Kyle!

Here's some additional information that may be helpful: 

Submitting and tracking requests in the Help Center Customer Portal

Note that the Customer Portal is not available on the lowest-tier plan, nor are custom triggers. If you are on that plan type, you may have to upgrade in order to have access to the things Kyle mentioned.