The following needs to be updated:
The case number needs to be included in the receipt email.
Your framework needs to be improved, i would recommend something similar to how steam does it, where a player can type in their own ticket case number to view all recorded information as well as any updates, etc.
Remember to include an ETA of the next update or how long until an answer or action x is performed.
When the ticket has been updated, or a dev has commented on it, the player that submitted the ticket should get an automated email saying their ticket has been updated and for them to log in and view it.