How to communicate with people who submit a form

I am working on setting up Asana to use as our IT helpdesk ticketing system. I used the helpdesk project template and will have people fill out the connected form to submit a ticket. My question is, how do I communicate with the people who submit the ticket to give them status updates or to ask them follow up questions? They submit their email address on the form but don’t see where that can be used anywhere for communication. These would be external users who do not have an Asana account.