Ditto; if I have an urgent issue, I'll create the ticket online, then call and wait. I'll t/s in the interim.
If I get it resolved, easy to close, but at least the process is started and when they pick up the ticket, they can get a sense of what the issue is.
Agreed that support is slow to respond/over capacity right now...I suspect it is b/c of so many modules new releases based on updating the core of the platform and the upgrades occurring since.