Support is tied to the billing account, not to the server. If someone else manages the server day to day, that has to be set up before they need help — not while something is broken.
What you are seeing
- A ticket opened by your developer or an admin was closed without being worked on.
Why it happens
Technical support and account changes are provided only to the registered billing account holder. Acting on a request from anyone else would mean changing someone's service on the word of a stranger.
What to do
- Either the owner opens the ticket
The registered account holder submits it directly from their own billing account.
- Or the owner authorises the other person first
In the billing portal, add them as an authorised contact and grant the specific permissions they need. From then on their tickets are processed normally.
Tickets opened by developers, moderators or sub-administrators who are not authorised contacts are not processed, however urgent the problem is.