You should ALWAYS use a ticket when you need support from RCR.

You are added to our schedule. The ticket system will not forget you are waiting for help.

Escalation of a ticket is automatic if no action is taken by a support agent after a short amount of time. 

Also, ticket data is retained. This way, if you need to re-open a ticket or we need to refer to that ticket at a later time, the data is available.