Best answer by JimM
It looks like the support case was resolved in about an hour and a half via the support system. Just as a point of clarification - the support system looks like one long conversation rather than individual "tickets." However, your prior case was already resolved, so there was no confusion generated by discussing a new issue. In fact, that's normal. :)
For URL reputation change requests in WSA or WSA-Business Endpoint Protection, the support system is the best channel to reach out to us to have the reputation changed.
For URL reputation change requests in WSA-Mobile or WSA-Web Security Service, the support system is still a good choice, but you could alternatively look up the site via BrightCloud and use the change request link on the left side of the results page.