I waited 2 weeks for a reply to a ticket i sent the first week of june, don't know if they have too many request or are just slow, unless it is urgent try to wait few more days, I don't think updating the ticket will get it replied faster.
I waited for the defense event to happen for two days then one night i found the attack on arah quests were up and i made a group and managed to get it that way. Other way when the servers reset the defense or attack event should be up so you can try tomorrow when the server get the update for SAB.