Please review the following article about best practices on using support center.
We are having issues with request being sent and generated by email because they are being sent in to unique email addresses our support center generates for every response.
Its important if sending a new request in by email, to make sure the email address is only firstname.lastname@example.org, if a request is sent in to a unique ticket id email on a ticket that is already closed, your request may never get reviewed.
Once you receive the request email confirmation, save that request to reply to on same topic. You can also visit your online account and view open request, request you are CC on and submit new request as well.
But most importantly, do not save every email address in your email client. The only email you should send to is: email@example.com to generate a new request/support ticket.
If you send a new request to a unique email address on a previous request that is already closed, we will never see it. Tip: if you send in a new request, you will always get a confirmation email on that topic/request to use for follow up. If you do not get a new confirmation email, you probably sent it in to a unique previous ticket email id.
View best practices here: