[تم الحل] Help with my previous support ticket that was abruptly closed against my will.

Background of the issue:
I am trying to talk to someone at WPML regarding my previous support ticket that was abruptly closed against my will. The issue can be seen here: الرابط المخفي. See the closed ticket here: https://wpml.org/forums/topic/cant-access-the-advanced-editor-to-translate-a-page/?ref=wd

Symptoms:
I expected to interact with Shekhar Bhandari, but instead, I got a closed ticket. I do not see a way to chat anymore, only a way to open a support ticket. The ticket was closed thinking I was chatting with him or something.

Questions:
Why was my support ticket closed abruptly?
How can I reopen or continue my previous support ticket?
Is there a way to chat with support instead of opening a new ticket?