I wouldn't wait. You can have more than one ticket open at a time as far as I know. With it taking many hours between responses, it can take several days to resolve an issue when you factor in sleep time.

The support staff seems to be very knowledgeable and are eager to help resolve your issue. They've helped me overcome several issues, some of which I caused myself without knowing it and they figured it out and set me on the correct path again.
I'm not sure what is happening with your email. Depending on what browser you are using, try to flush the cache. (On Internet Explorer hold down the control and shift key at the same time and click the browser refresh button) Sometimes that helps with web page anomalies.
Hope that helps.
George