Support ticket "waiting on player" provides no possibility for communication.

I've been trying this since yesterday. The first attempt got me to a page which looked like this: 

However I never got any popup or other means of communicating. It just stayed like this for several hours. I tried doing this again today but now I can't even get there. The button is there but clicking on it doesn't do anything.

I'm in private browsing on firefox so I don't know what the problem is.

edit: I got the chat to open, I suspect it was a webpage issue, but I'm still not getting any popup once I get to the first page shown. Not using any popup blockers so I don't know what the problem could be.