Support ticked answering back

hey ive just got one question about my problem with account and i got replay from z8 guys,do i need to make new support ticked or i press "add note" to replay them back in same ticket? they will get replay back if i press add note?

i know that this is maybe ******ed question to ask but iam not sure if i only press add note to reply them back...

tnx for answers guys