I did send that email prior to posting. However I never received a response back. I've also not received any ticket updates, when I run an average of 6+ a day. I also reached out to support by phone this morning, and their advice was the same as above.
In an effort to ensure the inbound email wasn't being blocked on our side, I asked for confirmation of the email address(es) that any updates and password reset would be coming from, and have been waiting for over 20 minutes for an answer to that simple request. When pressed why it was taking so long, the agent's response was "I have pinged the internal channels and am waiting for a response."
When asked about escalation, he referred me back to email. I responded by asking for a live transfer of my call instead and the reply was "let me see if I can find a number".
I'm still on the call with the agent nearing 30 minutes now as I write this, with no answer to any question nor the requested escalation. These are basic questions and escalation procedures.
Update: 45 minutes in, I received what appeared to be a manually generated email from an employee's @netskope email address with a password reset link. The call was never escalated despite multiple requests for escalation/transfer.
@bsaitz: Surely this could have been handled better. I felt like I was waiting for staff in the US to come online.