Keep in mind they run a GM Team that is staff for both LC and Shaiya as they work between both games. 10 or so GMs that deal with tickets between two games along with their other duties, meetings, etc they may have going internally.
It's like placing for an item online to be delivered, it takes time. Be patient. It's not the end of the world to wait a few days. If its taking beyond the time frame, ask a GS to forward the ticket or chill and wait.
Also just keep in mind, if a ticket was on hold status you reply back to it, it replace the ticket back into queue, resetting the ticket from the beginning.
Sometimes the best things are always worth the wait, give it some time.