Ordinarily, Support has sent acknowledgements and follow-up replies to submitted tickets (in my past experience). Then they might or might not resolve the issue, eventually, to my satisfaction.I've never had that, ever.
When i submit a ticket i get the automatic response, and when i reply to that email i then get a more human response and they generally fix the problem.
Ae you saying you get no acknowledgement at all? Are you checking your email address you registered with / junk mail? Are you rooting to the base email?
What's the request? If it's something out of scope i guess i you might have a challenge.