May I know, what do you mean by "to pull a ticket"? Perhaps you could provide more details on the question or your request. Then we could provide the appropriate to address your question or request.
Are you asking about SR(Service Request) that is migrated into IPS (Intel Premier Support)? If yes, as far I know only select customers are eligible for Intel Premier Support access. You may refer the explain from this forum thread about the Intel Premier Support access: