If you are viewing your support tickets on the Petersen Games account page here: https://petersengames.com/my-account/ your support ticket may show as "Closed" even if the ticket is still open. The plugin, that connects our support ticket system to our website, does not allow for custom ticket statuses. To see the actual status of your ticket, please click on the ticket number and on the following page it will show the actual ticket status above the subject line. We have requested that the plug-in be updated to fix this issue, but the plug-ins programmers have not fixed it yet unfortunately.
If your ticket is closed, whether intentionally or mistakenly, you can always re-open it at any time by posting a reply to any e-mails you received concerning your ticket. You can also access your tickets and re-open them by logging into your Petersen Games account and replying back using the web interface here: https://petersengames.freshdesk.com/support/tickets
When a ticket is re-opened a support agent will be notified and they will get back to you as soon as they can. In the unlikely event you don't hear back within a week, you can submit a new support ticket as well just to make sure you message came through.