Service Desk Ticket - not incurring time on ticket

I am new to Comodo1, however I have been able to see the time on ticket calculate up. However, now in some of the existing tickets, It does not allow time accumulation. From reading, the ticket must be in OPEN but how do you get the ticket back to OPEN folder? I have attempted unassign and claim agian but it only goes to MY TICKETS.

Hello @billr,

We created a support ticket regarding on your Service Desk concerns. Please reply at your convenience.

Thank you.

Will I be updated on this ticket? Or is this support ticket the only communication that will be done and I will not receive any communication regarding this question. Sorry, new to the forum and unsure of policies.