It appears that users submitting Support requests via appliances do not get a case created at the moment. The email route works if used outside of the appliance but not from the Email or Web Appliance.
We are investigating the issue at present.
Customers with Email and Web Appliances who try to raise a ticket from the device will not have a case created as expected
What to do
Cases can be created from the Support Portal or emailed using the appliance specific addresses. Unavailable directly from the appliance.
As soon as more information is available.