Not sure about OP, but the PSL is reachable by email too. It's not widely publicized, and might even be discouraged. but I used it in the past at times when I needed non-urgent help. My reasoning being it's better to not take up an urgent phone slot. I also used emails when I required a very specific routing that wasn't available online and needed their help to manually construct the fare. Each market has a different email address, and the responses are nowhere near as fast as the Ulti TAs.