Based on our analysis, starting around 11/5/2020 our submission form was malfunctioning and preventing tickets from being created. We were alerted to this today (11/17/2020). After further troubleshooting and looking at logs we discovered that an update to the plugin (WPForms) that handles our form caused the notifications to not work correctly and some tickets were not sent to the support ticket system. We made changes to the form and tested it thoroughly to make sure this doesn’t happen again in the future.
We have re-submitted all tickets from 11/5/2020 from our system and our technicians are working on the backlog of 100+ tickets right now. We were not aware of this issue as the form was intermittently working but the issue has been resolved. We apologize for the inconvenience this has caused and we will get back to every submission. Thank you.