[Support System] Support System

I have a couple questions regarding your Support System plugin.

My idea is to create a FAQ section open to every visitor of my site, and let people asking questions in the form of support tickets from the front end (and then transforming the most relevant and repetitive questions in FAQs).

1 - if i assign a ticket category to a user, the email notification is going to be sent to that user when a new ticket (in that category) is created?
2 - If the answer to the question 1 is yes, is there any way to let the user that received the email reply to the ticket directly from his/her email?

Thank you very much