Actually, I have found that with Kobo Help you might have to go to the ZenDesk site to check the ticket. I had opened a ticket; had a # given to me but had no updates.
I went to
http://kobo.zendesk.com/home and logged in and then went to the "Check Your Existing Requests" tab (
http://kobo.zendesk.com/requests ) and then selected the "View your recently solved and closed requests" option (
http://kobo.zendesk.com/requests?filter=solved ).
Peter