If your ticket was transferred to the new system, it might be worth it to email them again to make sure the ticket is still open.
It took a month for my issue to be resolved. The original ticket was opened at the end of September; received a response one week later stating the problem was escalated to Tier 2. Then, after waiting three weeks, I email again only to be sent an automated response about Kobo's new system. So, I emailed them again, and was sent a new incident number. Not sure what happened to the old ticket.