WATS very basics

Hi, my history is a little weird, see below

I’m getting new customer tickets
I see that each new ticket is a WP post.

however, as an admin I don’t see how to reply, I got just the option of “edit ticket” (post)
is it normal?

replying on customers ticket will appear as an edition to the post?
as a new comment? as a new post?

intro: I purchased WATs about 3 years ago, and never went in production, now (two months) ago, I did went in production.
so, my very basics

Merci Beacoup.