As someone who works for a large company who supports all kinds of software. I give this advice to you.
If you open a ticket with any help-desk. Email the person (who is assigned the ticket) or whatever the contact email address is everyday and ask for a status update (once a day). This will keep your ticket fresh in the mind of the analyst who I am sure has a large list of calls to fix, balance and prioritize.
I use this advice when I open ticket with ESO and I get them resolved within 1 to 3 days every time.
Good luck in the future.