Ticket status

I want to check the status of my downed wire ticket that's been open for almost 2 weeks. Why do I have to jump through so many hoops to do this? Yes, I will send a direct message using the chat icon once you've told me to do so like the thousands of other customers who created a forum account for information on an existing support case. Customer service should really be handled much better than this. I shouldn't have spent a significant portion of my free time today trying to navigate Comcast / Xfinity's web of support sites / troubleshooting / assistant chat / forums in effort to inquire on what the hold up is on my already escalated case.