External Request Form (public) > follow or reply option

When an external (non-licensed user) submits via a form they never get any updates on the ticket other than the initial 'we have received your request' email which has a 'do not reply to' restriction on it.

Is there no way for external users to be notified of updates to the ticket? Can they be added as followers? How can they change or add additional information? Even if they cant reply, can they at least get updates or comments on the ticket emailed when it's changed?

I can't share the folder with each external because then they would see each other's tickets.

Heres a use case: I get a ticket from an external form submission, but then I have to create an email chain back and forth directly with the individual and copy any replies back into the ticket. Thats pointless. I'd just as soon get direct emails in email chain and skip the request form.

I know Wrike has a fantastic email system. Can that be applied so that we can use the forms for help desk ticketing with external (non-users)?

Thank you!