Has there recently been a change to the email support functionality? I was certain I had access to this previously:

It’s been like that for a year now or so.

Basic support starts in the forums and they can move it to a ticket if they judge is necessary. 

I just communicated with staff about the same question, as that pop up made me think the same thing. The direct access to support from the client area went away, and then you get that message. I think it should be changed to include a better explanation, as it left both you and I, and I have no doubt others, feeling like we now don't get support that we used to get. A misperception, true, but perception is reality.