From time to time this post helps to understand the why.
In your case you likely got a automated response due to the wait time, and which category you used to place the ticket. Players often ticket in to report bugs or find help with a quest, when neither are something GM staff handle. Usually players find their own resolution with out closing the ticket, so this response was put in. Usually in the worse case scenario you reopen the ticket if you require further assistance, it should even mention this in the response.
Since the reward system for Twitch is completely automated the chances the GM staff can help award this item are slim. Make sure your connection between twitch and blizzard is to the correct account (check in account management here), and hopefully it’s just delayed. Many were reporting getting the item last night.