Missing Ticket

I put it a ticket last week because i was hacked and needed some of my items and gear restored on 2 main characters. One character was restored quickly, i'm assuming because he was transferred off the realm and that made it easy to see what was lost. My other character, the one I am posting on, has not been restored as of yet. Later in the day i put my ticket in, it was escalated. Then it disappeared. I have not been contacted, i am only left to assume that everything is being taken care of. It has been a week since that ticket, is it possible they get lost from time to time?