official support

Hello.i would  ask you about  EA  official support.I  am confused  and it is  sucks.I  want  to make  a  general question  and  they  told me  about  ...games.....Also  when  create  a ticket i  receive  a fisrt  responce  to my email  and  after  that  i  reciev an automated  email that  told me '' lets  take  yoru case  to chat''  .What is  this?Also  if i remember correctly  the  chat  option  was  available  from  the main  page support........Or  i am wrong???Where  it??? Thank you