You can check what’s going on with your ticket by opening up the ticket's page from the help desk. This is included in each of your support emails and can be accessed by simply clicking on the link. When prompted, please login with your existing credentials (ie same email / account that you used to send us the initial query) and get a hold of your ticket history.
Quick guide to checking your ticket status:
Login to the support portal (using your email address or account on file with us)
Click on the Check your ticket status tab
Open the necessary ticket by clicking on it
Check it's status from the ticket page