Welcome to the Forum, @krams! 
Based on that and your chat screenshot, it appears that you believe you’ve created a ticket, but logs and tickets are not the same thing. After you submit a log through the app, that system should generate an e-mail message to you informing you that there will be no follow-up, and if you’re trying to get help with an issue you should contact Support. You can open a ticket via the Support site by telling the chatbot create ticket, and you might have to do that more than once. After you submit the brief form for that (it just wants your name, e-mail address, and a one-line problem description), you should receive e-mail that you can reply to in order to describe your problem and any troubleshooting in detail. The initial ticket response will likely be from the “Wyze-E” bot, and if you reply to that you should be dealing with human agents afterward.