[Resolved] AI agent is closing support thread before it has been resolved

Background of the issue:
I am trying to continue a support thread conversation. The issue can be seen at the following link: https://wpml.org/forums/topic/using-prepaid-credits-site-showing-inactive-even-though-plugin-appears-activated-in-wp/?ref=wd

Symptoms:
The support thread was closed before the issue was resolved. I expected to see an open support thread but instead got a closed one.

Questions:
Why was the support thread closed before resolution?
How can I reopen the support thread?