Yes, it's unfortunate that their text makes it sound like the registered user's forum is where your ticket is discussed, but that is not correct.

I've had great support for tickets i submitted, but have not needed support for several months now - so i don't know how it is currently.

The only way to get support is through that support ticket system. Email is definetly out (as they state on their site) and the support staff don't (officially) read any forums (theirs or others). Their job is to respond to tickets, not work the forums.

I've always gotten a detailed email with a fix or request for specific info, samples, etc. from their support within 24 hours of that automatic email you got - usually sooner. Whenever i needed to responded to that detailed email, i got responses back in a couple of hours.