Aha... is that what that button does 
Customers that have maintenance have the ability to create a support case. New customers automatically get 1 year of support. You have to sign up the people allowed to create support cases, but anyone in your organization can create a support case. Some companies prefer it be driven through IT or CAD IT. Others prefer people just solve their own issues with the PTC support techs. in order to sign up, you will need your maintenance number or some other data about your purchase or ongoing maintenance contract.
One advantage the support techs have is access to internal problem reports and bugs, and they can screen-share to help solve issues.
Your issue is definitely unique. I hope there is a simple answer for you. I can see how this can be seriously annoying.