Can't access Ticket I made

I have made a ticket with support and I have recieved an email that someone has replied to that ticket. I visited the page where I can view my tickets and my ticket was not there. Even if I used the direct link to the ticket I get the message “You are not allowed to view this case.”

Do I now need to create a new ticket?

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Did you create your ticket from a different email address? All ticket replies are both shown in the control panel and also emailed to the email address on the ticket.