I'm not sure what I should do with my ticket that has been un-aswered for 18 days now. Should I just keep waiting or write a response text on that ticket to remind that it's still active and that the issue I made the ticket for is not in my opinion completely solved just yet. I have made tickets about same thing before (not receiving my CSC that I bought with paypal) and usually the matter is solved and ticket closed in two days. I have got response for that ticket, so it was not ignored, but it is still left open and I haven't received everything I should in my opinion receive from those purchases I made.

So what I should do in this situation.

Add a comment to the ticket again. If that once again goes unanswered for a day or two, make a new ticket, with all the text from the previous ticket included.

Thank you for the advice. I wasn't sure if I could do that or if was considered spamming.

It's very reasonable to check in again, especially if you've been waiting that long. I think the only time it'd be considered spamming if you were commenting on it several times a day.

Tickets used to get automatically closed if there was no response within three days. Therefore even though Subeta doesn't tell us users the actual policy that they are using tp guide their UAs, it's unreasonable IMO that you got no response at all ! within 18 ! days.

You should do as suggested and make a post on your original Ticket, and continue to do so every three days. Tickets are not Forums, so to my mind the spam rule doesn't apply. Tickets are also a direct connection to Subeta's staff in which you are expected to express your concerns, and "you haven't answered this or told me why you haven't" is an acceptable concern. I wouldn't start a duplicate Ticket, because this causes them to close one down etc. and wastes your and their time.

In addition, you should start another separate Ticket with a different subject: your Ticket was left unanswered for 18 days. To my mind, this is a problem. They should at least tell you every so often that they are still paying attention to your issue and give some reason (even if that reason is that they themselves are waiting on an answer for you).