Doesn't your support include support tickets creation?
This is the first support service I see in my life that doesn't include support tickets creation!
I don't think I understand your question, as you have just created a ticket:-)
Cases are solved on a public forum so others could benefit from answers. If you need/or will be asked to send some sensitive data, like a link that you don't want to share or login data, we ask you to do it by a private message. However, topics are solved in public part:-)
With kind regards.
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