2013-07-16, 11:38 PM
I think it's really up to luck, but it seems like if they haven't responded in a reasonable time (let's say a few weeks) it's probably better to just write another ticket ("I submitted a ticket a few weeks ago and it doesn't seem like anyone has looked at it yet. I understand that you're busy, but....") instead of hoping that they'll get through the backlog to yours.