We have recently refreshed our branding across our offerings and changed the names of our pricing plans. If you have signed up before Aug 9, 2021, please click Previous plans to view your applicable plans.
We assure you that this change will not impact your product experience, and no action is required on your part.

At times, there could be instances where you would have to create a ticket on behalf of the customer who had directly reached out to you, or as pro-active support. 

You could have this done from under '+New' ->New Ticket. There, you could enter the Requester Information and Ticket Subject and Description to raise a ticket on behalf of the Requester.