It is ridiculous that Roon does not respond to questions asked by means of the support form. Even when I asked for a second Roon subscription I got a standard mail that they would contact me later, quod non.
Support questions are transfered to the community, I never received an answer from a qualified technician.
It is a real shame for such an expensive software system.
They responded to your thread two days ago:
The ticket is published on the forum so experienced community members can assist. This is useful when you have an issue during office out of hours, weekends, and holidays.
However, Roon staff also track the ticket separately (note the ticket no. in Support topics) and will respond in order of the time the ticket was received.
Roon staff use the official Roon logo as their forum avatar.