So far the support ticket system has been very unsuccessful for me when it comes to requesting help. I have better luck finding help in trying to contact a linden directly than trying to use the support system.
As it is I have three tickets open in the support cue, none of which have even been looked at, two of which are over a month old.
I had faster and better responses when LL was still using the mail system... at least I heard back from em.