You will find that questions are handled very quickly in this forum. The incident system is still used when necessary. The point of entry has just changed to use the forum for initial contact in case the problem is something that the public can benefit from having shared.
Whenever the problem can't be resolved publicly in an efficient manner it would still be elevated to the old incident system just as it worked before.
After 15 posts the image verification goes away.
The update to support using this system should only improve support time and availability of answers by having all applicable support searchable while waiting for a response so that you can read about anyone that has ever had a similar issue.
I understand people's hesitancy, but the decision was made to move to this system to improve our support, and we are still confident that it will achieve that result.