if someone doesn't have the ticket number handy, it would be great to have a link on the main page to enter the email and click "lost ticket info" and have an email generated then to send them a link to their tickets. A great idea would be a "status page" mailed to them containing
1. ticket id
2. last modified
3. status
4. subject
5. possibly part of the last comment...first 80 characters, or something...quick check of the status...could easily see then if awaiting input on them or staff.