That's a wrong move, the problem isn't solved yet so the ticket should remain open for updates/follow up.
When was your exact deposit and ticket filing date? They have suspended EOS deposit & withdrawal starting from May 31 due to Mainnet Token Swap, so if you have made the deposit before that date, maybe you'll get your token when they enable deposits again, otherwise (on or after that date) your tokens will be irretrievable as stated
here.