Something you can always do is head to the CS forum and ask ahead of time for guidance.
- State the issue and ask if it is something a GM can help with
- Ask what ticket path you should use to get it properly categorized (this makes sure it does not take extra time and is prioritized correctly)
- Ask what information should be in the ticket so you don’t have to add more later. Also keep in mind you can edit a ticket that is in queue if you need to. It does not change the place of the ticket.
Many many tickets are for things GMs don’t do like take bug reports, give game hints, generate loot/items, interfere in loot disputes, etc. Some are also for things there is a self help tool for. In times of high volume like this, they sometimes send an automated template with info covering that stuff so that people can try those first. Then if that does not help, they can re-open the ticket.
This article on what GMs can do, and more importantly can’t do, can help.
Again, wait times right now are NOT ok, but it can help a player to know how to best navigate the mess so a bad situation does not get worse for the player.