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
Cases can be created in the portal or emailed using the appliance specific addresses - just not from the actual appliance.
As soon as more information is available.