Not to put too fine a point on it, I know that tickets are opened by support when necessary but the timeliness of those tickets is part of my complaint.
I have another issue, which would appear to be a bug with Universal Email that I reported in the forum last week and asked if I should open a ticket on it. Rather than opening a ticket for me right away, we went back and forth in the forum and a ticket was finally opened yesterday. That meant a wait of several days before the ticket was opened and I'm waiting today for a phone call and hopefully a resolution. Nearly 1 week for support on a bug is not really acceptable is all I'm saying.
If I'd been able to open that ticket for myself, without worrying about being charged for it, the problem would already be resolved, I would have saved a great deal of time and my client would be happier.