Wow. That’s not good.
Back in the first year or two of this forum, mods suggested approaching a problem by:
- Doing a good faith search of the Wyze online documentation and help pages
- Doing a good faith search of the Forum topics and replies
- Opening a Topic here and a ticket with support simultaneously
Roughly, the idea was that a solution might be found more immediately on the forum - and if so, the support ticket could be closed - but, if not, the ticket was already established and in process.
It seemed to me the forum and support channels also cross-fertilized this way. I would refer to the ticket number and responses from support in the forum thread, and provide a link to the forum topic to support.
And it documented how well and willingly the support system was performing. 
Here’s an example of that in 2019 before I became world-weary: