Not getting reply from ticket

I opened a ticket last night at 11.30 PM, no reply yet. Its almost 14 hours ..

Ticket : HKW-76074-618

can anyone tell me whats going on? I’m a new customer

We are working on your ticket.
You would mention details and instructions. This takes time, as we have to take extra care in these cases.

Your ticket has been replied with complete details.