The DirectAdmin company, JBMC Software, does not have a ticket system.
The DirectAdmin control panel has a ticket system for the hosting company that uses it.
In the control panel when you fill out a ticket you are contacting your hosting company NOT JBMC Software. JBMC Software is not a hosting company and unless you own a DirectAdmin license you should not be contacting them at all unless you plan to start a hosting company and want to buy a license.
If the ticket is not answered then that is the fault of your hosting company not JBMC Software. If your hosting company is not a member of this forum then posting complaints about them here is not going to help you at all.