What happens after I raise a ticket?

Your ticket starts as Open. When support picks it up it becomes Under Review, and if we need something from you it becomes Action Required — that is your cue to reply.

Once the issue is sorted the ticket is marked Resolved. If it is not actually sorted, reply within 2 days and the same ticket reopens with all its history. After 2 days of silence it closes, and a closed ticket cannot be replied to — open a new one, or quote the old ticket number and support can reopen the same conversation.