To reopen a support ticket for any reason you can do any of the following - 

• Log into Freshdesk, find the issue using the search and re-open the ticket.
• Log into Freshdesk, Click the live chat option and reference the ticket.  
• Reply to an email associated with the ticket.
• You can call Support at 1-866-652-5347 and reference the ticket.

We are able to search for your previous tickets so don't worry if you don't know the ticket number.