Support ticket responses

[ssb123]

If I go to my shopify support inbox and a ticket has closed automatically due to inactivity for a day or so, I have always had the option to reopen the ticket and respond to the support agent. 

This is no longer as option as of today and now gives instructions to connect with live chat if there are further questions. Is this happening to everyone? Did all users lose the ability to reopen and respond to a ticket that just closed due to no activity for a day or two?

The ticket I am referencing was from two days ago and not only did the agent not answer anything what I asked, I am now unable to respond and have to go through live chat all over again. Currently doing so and I am 30 minutes in and haven't gotten anywhere yet. This cannot be the new normal, I hope!

It is very inconvenient to have to go through the help assistance and live chat to respond to something that already has a ticket in my support inbox.