can a staff member reply to my premium ticket

i llost all my toons after coming back form a break. they are not in the charachter recovery system. made my ticket 16 hours ago and no reply yet...

when did you play last time?
On which realm you had those characters?
Have you looked for them only on Website or even in-game? ( I mean by logging with a wow client)

3 years ago i cant remember the names but ive been around since 2010 and non of my toons are here anymore