No response on ticket

I filed a ticket - Webstorm can't find git repository. I received no response and then I get an email stating:

We are marking this ticket as Solved as there was no response from you in 10 days, this action is automatic. Do not hesitate to reply to it if you have any further questions.

If you were provided with the YouTrack link, please continue to follow the issue there. Solving this Support ticket has no relation to YouTrack issues.

I never received an email from you. I never received any contact. And now I get this? Where is the support? I pay for a license and this is the best you can do?