Cant get an update on a repair ticket

I got a repair ticket started two days ago. I have a number for it. It's and "ECM" level ticket. The agent said he would set a check-in reminder of some kind for himself for today, but I haven't heard anything, and I don't know how to get any other updates on the status of the ticket. No emails, no texts, and my personal support page shows "No Open Tickets."  Any ideas how I can find out what is happening??