The Lindens have posted that they will have support offline November 7th starting at 3PM PT. They plan to have it back up by 9AM PT 11/8. It may take longer.
*^-^Meow^-^*
They are changing the infrastructure of the support system. Only ‘open’ tickets from 2017 are being transferred over. There are 1.2 million tickets and 200,000 live chat records from 2016 and before that will eventually transfer over. But, probably not for some time.
If you need ticket information from before 1/1/2017, get it now, before 11/7.