Support request goes where?

Since Rider Support, for unknown reasons, does not respond to me, I figured I would drop in here and see if anybody else has seen this behavior.

Two days ago i raised a support ticket with Rider Support, because I was having really weird behavior coming straight after the latest update. I described the behavior and submitted the request. Got a Rider Support automated email back with a ticket number and a link to the support request. All was dandy, although my issues had not been resolved.

After trying to ascertain what the problem was, for a couple of hours later, I was met with another weird behavior and I couldn't recall if this was one of the issues from the update, that I had listed - so went into the email and clicked on the link… Just to be met with a 404 error - the page you were looking for doesn't exist. 

Odd i thought, I had just gotten the email approx. two hours earlier and had clicked on the link then and saw my request right there. But now it was gone. Did the whole, clear history, cookies etc from Chrome, thinking something had gone wrong. But, nope, link was gone and the support ticket could no longer be found. Went back to the Rider Support email and sent a simple message - why have you deleted my support request?

now two days later, still haven't heard back from Rider Support, did end up getting things fixed by totally removing Rider from my system and downloading a full version, rather than go through the update process since I had been unable to figure out why I was getting the behavior in Rider myself, and that it was happening infrequently… figured it could have been the update process itself that had failed somewhere - which I also figured maybe the Rider Support team might want to know about.

So, what i was looking to see was, have you had support tickets just magically disappear? is this common behavior? I mean, does it happen frequently?

If it does happen frequently, is it systemic? 

should I not bother renewing my Rider license when it comes up and look for another IDE? If i pay for a product, and there's a support process that is included in said product, should i just not bother using it?