You open a new ticket if the original ticket cannot be reopened. Reference the previous ticket’s number in the new ticket to show that it’s an ongoing thing. Unfortunately live chat is down and has been since a recent surge in tickets flooding the system. Tickets are the only way you’re communicating with the GMs who handle all of this.
All you’re doing is getting irritated with people and wanting to bicker about a process that you have no place in. It’s between your friend and Blizzard. The folks here responding are doing their utmost to try and help explain things and get them going in the right direction.