Logging support tickets – deactivating plugins

Hi

Recently, I was on the sales support chat and I asked a question, to which the Premium Press consultant said I need to submit a ticket for (I’m quite new to this!)

I noticed that I had to confirm that I had deactivated plugins. This seems crazy as my site will “break” without plugins – eg, disabling my contact us form 7 means that my contact us page will show a short code instead of my actual form. I asked the person on the chat and they said that it’s okay, I can just go ahead and click that I have deactivated the plugins, even though I didn’t, and if it was really necessary for me to do this, they’d let me know

Now, I see that the 2 tickets I recently created have been deleted, without a response.

So, please can you let me know how I need to proceed – I need to keep my plugins active (unless people will think I have a broken site), but I need support and I can’t get this without deactivating the plugins.

Thanks