LightDrive sends a confirmation to the verified recovery email when a support request is received. When a staff member replies, LightDrive sends the response to that recovery address and also creates a Vault notification that opens the ticket.
The email is a notification copy. Read and answer the authoritative conversation under Settings → Support; replying to the notification email does not append a message to the ticket.
If notifications are missing, check Spam and Junk and confirm the recovery email under Settings → Account. The ticket page remains available even when an email delivery is delayed.