The presence of the customer and technical support that a shared hosting company provides can tell you a lot about the services which they supply too. In case you are allowed to use only emails or tickets, you have most likely discovered some reseller and not the actual web hosting supplier. When this is the case, you will probably have to wait for a few days in order to get an issue resolved as your reseller may not be checking their communication on a regular basis or they may need to get in touch with the actual web hosting company for further assistance. When the provider offers various ways of communication with quick response time available at any moment, they are most likely the top provider, not just a reseller. Therefore you'll benefit from well-timed assistance and top-notch support as they'll have instant access to the servers where your account is. Regardless of the issue - sales or technical, it's generally much better to communicate with your hosting company directly using your preferred way of communication.