Having successfully created a support ticket, as confirmed by an immediate email with the ticket number in the subject line, you can expect a non-automated response within two days of submission with an initial assessment of the issue.
If the issue was simply a lack of information or a lack of clarity with respect to some aspect of system operation, you should receive full assistance at this point until the system is working as expected or until a real issue is discovered. A documentation update will also be scheduled.
If the issue turns out to be a system defect, the fix will be prioritised against other important or urgent work based on severity or impact and you will be given an expected fix date.
If the issue is that functionality you expected from the system has simply not been implemented, either because it is still a road-mapped item or it has not been previously requested and was not anticipated, this is a feature request and will be evaluated and prioritized based on need. In general, enhancements will take longer to implement than bug fixes, particularly if they are complex or extensive.