Restoration/missing heirlooms

I placed a ticket yesterday regarding my deleted Human Warlock, Memoria, and the Heirlooms that may have gone with her. Instead of receiving a response regarding my request of a restoration on the character, along with the items she stole with her into the nether, I was informed about the warlock pet name problem, and that it was a known issue that would be resolved with the next maintenance.

Needless to say, I'm a bit miffed at the copy-pasted response that was not at all relevant to my request and will be sending in feedback to the appropriate email.

Do I have to open another in-game ticket to request yet again (and risk getting told that my non-existent warlock's pet name will be fixed soon!), or could this somehow be handled?

Thanks.