How to reply support

I have opened the ticket in Help. Do anyone here know how to reply the support? I have replied by return email but it seems that the support don’t receive or he don’t want to further reply. Then he send me email stating that I don’t reply and close the ticket.
Why he can do this?

If you mean envato support then you just reply to any other update/reply from them

If you mean an author’s support then this will depend on individual circumstance

I mean envato, support and reply to them by replying the email. But it seems they don’t (or maybe they don’t want to) receive and force to close ticket.