Steam: lost password

Solution 1:

Tickets take time. Give it up to 3-4 working days. They will probably require a scan of a retail box's serial with the ticket number or another form of verification before resetting anything thought.

Solution 2:

A friend recently forgot his Steam password, and the secret question was something along the lines of "What did customer support last reset your passphrase to?". Turns out that this is some kind of placeholder question when you haven't defined a question yourself. The upshot was, after 3 days Valve customer support sent him a link to reset the password to the email registered to the account. No problems - you might just need to wait a bit longer.