Tickets falling into a black hole?

I've had three tickets opened with the new support portal. One migrated, two I opened. I have not heard a single thing from anyone at Sophos. One, the status changed to assigned. Great! Still waiting for any kind of reply or direction. The second, closed with no response. Before the new portal, I thought they finally got their ducks in a row. Tickets were responded to in a timely manner. Follow up and results where provided. Now they are back to service request spiral of death. 

Please fix this quickly.