I'm a little confused, you say:
I show no record of a support ticket for this.
Can you please elaborate a bit on the nature of the problem? do you get an error message?
"It does not work" is not giving me a lot to work with.
can you post a ticket number to the support ticket you have? maybe the details you provide in that ticket will help.
I think it would be more helpful to post back to the support ticket than start this new thread.