Board Thread:Support Requests - Community Management/@comment-45482007-20200604004822/@comment-25014407-20200604005809

Tickets could be ignored/not handled for several reasons


 * 1) You kept messaging them while already having received an answer (doesn't seem the case here but we can't really know)
 * 2) Multiple tickets at the same time were merged and the original ticket was missed (could be)
 * 3) A ticket was assigned to one of the staff members who are not at the company anymore
 * 4) Two tickets were merged into each other (have seen it happen before)
 * 5) There is no easy solution for the problem you are having, and it takes time to communicate with third-parties

There are plenty more, but I think these could be valid for the case you are describing. We are not able to see tickets from other users, for that we would need a whole lot more details.