We purchased items that were supposed to come with support, but unfortunately, we have not received any assistance. Despite reaching out to the Envato team multiple times, we have not received any replies or help from them. This lack of response is highly disappointing and frustrating for users who rely on the promised support.
Item support is from authors not envato.
Item pages have a tab at the top which outlines how the author handles support
this from the how the support works :
- Availability of the author to answer questions
- Get assistance with reported bugs and issues
- Help with included 3rd party assets
and my tickets is over 7 days now with nor reply. is that a normal thing ???
Tickets with envato or with the author?
I did both, first 4 tickets with the author no reply over 1 week, and after that I created one with envato 4 days now
Whats the item?
This is the item :
" This author’s response time can be up to 5 business days."
So you purchased an item where the author offer support after 5 business day, so based on that, just have patience (7+ days), at the end of the day you were agreed with this. 
so i waited 7 days already and u wants me to wait more +7 days just because i agreed on business days?