At any point did the target hero(es) encounter a server transfer recently? As an alternative option you could potentially use a server transfer out and back into the prompt the character to drop out of maintenance. This is not optimal of course, and depending on what items you had, mail and the like, could be detrimental...however you would be able to see how deep of a problem it is if the character cannot be accessed on the main website as well. If you do the transfer, you can always request the cartel coins be refunded based on your ticket management issues thereafter.
