No. Anyone can do it. Go to the help page on the site:
http://help.kobobooks.com/. Click on "Submit a Request". Once you have done that, or when you have an email ticket on the go, you would click on "check your existing requests", to see what is happening. You can always check there even if you started the request by Email.
From my POV, the advantage is that you always have a ticket number to refer to when you followup by phone or email (or PM to a Kobo person on MR). BTW, when you said you could not call during the week because you had to work, I wondered if you had noticed that the help phone lines are open from 8 AM to midnight, Eastern Time Zone (-5 GMT).