The ticket system is meant to help triage your issue. This thread created by one of the moderators might answer why,
If you do need gm help, perhaps describing the most recent issue you are experiencing, and your fellow posters can help point you in a direction to get the help.
Keep in mind GM staff ultimately do not give game hints, do not fix bugs or program the game systems.
Keep in mind in the past players would often put in tickets simply stating “please help”, but not give any details about what they need help with leading to often week long wait times.