I didn't call you idiot. I had no intentions to. Since I had no time to explain the ticket system, I suggested, "I think you should consider learning more about the support ticket system."
The main thing to keep in mind is that once your ticket is sent, it is routed to a specialist in the field you are requesting. You ticket will either then be answered by that specialist as soon as it shows up at the top of his or her que, or it may be routed to another specialist in a different field. In the mean time, several other specialists may have answered several other questions. It all depends on the severity, complexity, and assignment of your ticket.
I don't work here. I'm just your typical support forum volunteer.