Tickets are the channel with your account attached - the person answering sees your services and history, which no email address can offer. Under Tickets, press to open one: pick the department, a subject, the priority, and - this matters - the related service, so nobody has to ask which of your products you mean. Attachments are welcome: a screenshot of an error beats a description of one. What makes a ticket fast to solve: what you did, what you expected, what happened instead, and when. "The site is down" takes three round-trips; "example.com shows a 500 error since about 14:00, right after I updated a plugin" is often solved in one.