Valve more or less retired the ticket system shortly after No Man's Sky launched, I assume because it got sick of people with a playtime north of two hours requesting refunds. The option to contact Steam Support directly now appears only in certain contexts, such as
Steam Client crashes. I've had success with the tickets I've submitted over the past ~five months via said page -- I just apologise for the ticket not aligning with the topic the form is attached to and then get to the nitty-gritty. For instance, most recently, Mr. Toby confirmed my suspicion that Nathaniel Blue misspoke at Steam Dev Days 2014 and an active account is in fact one that owns a game
and has been online in the past 90 days rather than one that owns a game
or has been online in the past 90 days. I mean, I'd argue that 90 days is too generous, but it is nice knowing that the account I lost access to over a decade ago isn't considered active simply because I registered a Half-Life Platinum key.