So the ticketing system has been updated so you can no longer open up a new ticket by just emailing. You'll need to go through the Adobe Console to open up new tickets. See the below URL in the "Request for help" section.
Additionally, right above the "Request for help" section you'll see documentation for the "Control Panel". This feature has been developed to allow our clients to do many common tasks, including whitelisting themselves without the need for submitting a Support ticket.
Can you elaborate on the ask and can you provide the ticket numbers? I'm assuming based on your description that you need another IP address whitelisted so you or someone else will be able to log into Campaign? If so, can you confirm that you are indeed using ACS versus Campaign Classic since IP whitelisting isn't necessary in ACS.