Item issue/escalated ticket

After running Heroic Slave Pens for months and months my group finally got Quag's Eye to drop. Our group consisted of 4 guild mates and 1 pug. The pug healer accidently need rolls the eye. after a brief discusion said he realized the error and opened a ticket. Over the past few days i have kept in touch and he has told me that the ticket has been escalated, yet we are approaching a week. My question is, how much longer should i expect to wait to get any sort of response? Is there anything a blue can tell me about this sitiuation?