Unfortunately if that didn't work then yes an in-game ticket would be needed. Just list all the characters stuck and they should be able to move them to the fleet. One thing you can do before hand would be try some repairs:
Delete the DiskCacheArena file under the swtor directory.
If that doesn't work, you can also try running a repair:
Non-Streaming launcher - Log into the launcher but don't click Play. Check for small letters "ST" in the bottom left corner. If this is NOT present, With the new launcher after login , select the username pull down on the top right and select settings, then press repair.
Streaming launcher - If the letters "ST" is present, close the launcher, right mouse click on the game shortcut, select open file location and delete the BitRaider folder. Then start the launcher.
If not then yes a ticket would be needed.