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Sorry to send you links to the help pages but it has the information you require and very easy to search.
The basics are that you sent out reminders and want customers to reply must have the keyword in. It must have 100% the correct format in the subject line as it is case sensitive and if you have spaces between the keyword and a colon this will have to match.
The other thing you need to make sure is that the ticket ID is in the subject and it is the first set of numbers on the subject line.
Ideally it would be better not to use the keyword as Re:
as this is put in every reply and you might get junk email going to the system and updating tickets (but of course this would depend on your setup and how you controls users being added).
The other thing you need to setup the updates is to setup the Mappings for Notes