I'm not sure what I'm missing, but I managed to submit a trouble ticket (an issue where one of my alts was denied access to one of my 'public access' parcels); now I can't seem to find it. I find the system somewhat opaque and there doesn't seem to be a specific place to enter a trouble ticket number.
More generally, I find the support system overly involved and difficult to access. The support section seems mostly related to billing/account issues.
Am I looking in the wrong places? I'm really having a real problem with my alt, but there does not seem to be any way to adequately report the problem and get it addressed.
UPDATE: Well, TODAY I'm able to go directly to the trouble ticket - I don't think I was presented with the option yesterday, in spite of logging into the trouble report system. It appears to me that there is some sort of 'state' you can get into with the site which makes it appear you are logged in, but does not present you with options appropriate to being logged in.