I have been sent the ticket in an email but when I click on the link or ticket number I can't access it?
If you have not been cc'd to a ticket, or are not the requester of that ticket, you will not be able to view the ticket directly. This is a measure to ensure privacy and access control on tickets.
If you have been sent the ticket from a colleague or other user and need to be a part of the ticket conversation or receive future updates made to the ticket, please request that they cc you into the ticket as a response. You will then be registered on the ticket, and will receive email notifications when updates are made, such as responses from the team or from the requester.
When you have been added as a cc'd user, you will be able to log into your support account and select "My Activities" to view all tickets your account is associated with.
Select "Requests I'm CC'd on" to view any tickets that you have been added to as a cc'd user.
Related article: How do I access my Support Account and Tickets?