[נפתר] Unable to proceed with open support ticket

Background of the issue:
My colleague Ned has an open support ticket for a critical error issue on our site under development. We were dealing with Kor, but for days we have been unable to respond and move forward with the issue. The ticket was opened on the 20th June.

Symptoms:
Unable to proceed with an open support ticket for a critical error issue.

Questions:
Can someone help us proceed with the open support ticket?