Is it better for us to enter our support requests here instead of in your Support Ticket area?

Is it better for us to enter our support requests here instead of in your Support Ticket area? My reason for asking is I've entered "several" tickets over the past 4 or 5 weeks as a ticket, but have never gotten a reply. So I just want to know the best way and place to submit help and support requests? Which way will get us an answer the soonest? Please advise?

Thanks,
Gary Gordon