First confirm that the form was submitted and the conversation shows your message. Check the email you entered and any spam folder, then reopen the same chat to look for a reply. Opening a widget without submitting its form does not create a completed request.
Follow up in the existing conversation with its reference rather than opening several duplicates. Describe the impact and any change in urgency. A reply target depends on your support arrangement; do not assume that submitting a report guarantees an immediate fix. If you lost access to the thread, email support with the original time and details.