I used to work at an IT place that used a similar system, or maybe even the same one (Zendesk). Your request opened a support ticket - identified by the number you have - and their staff will have a target number of days in which to respond. They also usually have a target number of days to solve the problem and close the ticket.
If you don't get responses within a fortnight, just keep bumping it, maybe once a week: email a follow-up "hey, haven't heard, looking forward to resolving this with you" etc. etc., as a reply to that email. It should all link to your open ticket if you do it that way, but if you're worried, you can always include "RE: ticket ###" to keep it crystal clear in your records and theirs.
Good luck anon, glad to hear you're in a brighter place, and hopefully they sort it out for you promptly.