Tickets haven't gone through Cryptic since a little while after the merger. Standard response time for a PWE ticket is 1-3 business days.
No one likes it but that's about the only way you'll get through to a GM. Posting it here doesn't guarantee a response. It all depends on which GM gets your ticket. Some actually do their job and research your issue before giving a response....others really don't give a rat's hind end about their job and will give you the first response that gets your ticket out of the queue whether or not it actually helps.