If you get stuck trying to use the Support system then you can ask for assistance on the Customer Support forum.
That serves as an Information Desk where regulars and Blizz Forum Support Agents assist with how to put in tickets, explain policies, explain services, etc. It is not a substitute for a Ticket and there are no GMs on the forums. They can help you figure out the best option for your issue though.
https://us.forums.blizzard.com/en/wow/c/support/customer-support/13
You may also wish to review the article on what Game Masters can help with. Most things do not require direct chat. Live Chat and Phone Callback are used for Billing, Account Access, and some Tech Support issues.
https://us.forums.blizzard.com/en/wow/t/spotlight-on-game-master-help/11354
Keep in mind some of the things people put in tickets for like Bug Reports or Suggestions, are not something Game Masters handle.