I understand but the support promised several times to solve the problem in 48 hours. I've already received two tickets with the same problem. They asked for print several times. I have ticket 181757 and 167864. None with any response.
Shouldn't these two tickets complicate things if the issue is the same? This might cost for another delay because the support might get confused about the two tickets and might end up producing another problem. Opening another ticket on the same issue is not the best thing to do IMO. You can just bump your ticket by asking them about the update and not opening another one. But if the case is different then I think it is ok to create another ticket since the other one is different from the existing one.
You can follow up and ask them, you should even talk to the online support personnel and inquire about your ticket on their support chat. I bet the support stuff will answer your inquiries.