I don’t use any Wyze Sense devices and so won’t be very helpful with providing advice for this specific situation, but I wanted to comment on one thing:
That’s because the log and ticket systems are separate. If you want a response from Wyze after submitting a log, then they require you to open a ticket, and the automatic response you receive via e-mail after sending a log should tell you this. Especially for issues that can be reproduced, I generally recommend submitting a log from the app after experiencing an issue and then opening a ticket that specifically references the Log ID. This maybe provides some additional context:
I’m not saying that any Support agent will be able to solve your problem, either. (I just reopened a completely unrelated and unresolved ticket a short time ago.) That’s the route to take if you want an actual response from them, though.