We may have asked you for further details and are awaiting your reply. When we need further information we will ask in Jira and re-assign the ticket to you. This triggers an automatic email that is sent to your Jira contacts email. It is important to make sure you always re-assigning the tickets back to Supadu with your answer.
Support will monitor all open tickets, however we advise you to check Jira and tickets that are assigned to you regularly, as we might need further information or an update from you.