Some people have that and some dont for some reason. In any case, you would not have wanted to request that frequency change in the app anyway, since it appears to me that app requests go into a bucket somewhere for someone to create proper support requests out of them "when they get time".
An example of this is, I requested in the app to get a copy of the PDF of my install documents. It took someone at tesla almost 2 months to send it to me, and when they did, they just said "sorry for the delay".
Anything put in the app is going to be put on the back burner, so I wouldnt suggest it. Note that I dont know this for a fact, I just know how IT support organizations work since I perform that function myself. "Web tickets" usually get processed by a few people to get them routed to the correct area.
If an organization has an interface for chat tickets, thats almost always better than a "web ticket" as far as turn around time, but the issue there is you will almost never have that chat agents undivided attention. They are probably working on multiple chat contacts at once, so will not be devoting "full attention" to anyone.
Phone support always means that you have that persons attention, and they are at best finishing up the notes etc for their last call, while talking to you, or just talking to you.
TL ; DR - Web is more convenient but will almost always be slower to get something resolved, sometimes significantly so. Chat next (as far as slower speed), and calling makes someone enter a ticket while you are talking to them (in almost all cases) so you get a head start on ticket routing.
