Once you have submitted your ticket, you will get a reply from a support agent. If further information is required by the agent, please provide him/her with any information (sometimes screenshots) so that they can find out exactly what the problem is.
You can reply to tickets from the self-support portal by doing the following. Of course, you can also reply to the conversation from your ticket emails.
Quick guide to replying to tickets:
Open up the online version of the support URL from your email
Once you have read the conversation, click on the Reply button
Type out the message you want to send to the agent
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Click on the Send button
Similarly, you can send out as many replies as it takes before the issue gets resolved.