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Each instance holds 20 players, once that number is hit a new instance is created.
If you open up the map, down in the right hand corner is a button 'change instance', click on it and you'll see all the current instances and how many players are in it.
To change instances, click on which ever one you want to go to and then click the 'change' button for it to load you onto that one.
I'll regularly switch to the lowest populated one just to improve my computer performance / not have to compete with others for mobs etc....
About the problem itself, last time i played a character through the intro, i had to kill a few waves of enemies trying to prevent Makos from destroying that bone dragon, then he would do his spell which would finish any remaining enemies, and i could continue with my way towards the bridge...
It sounds like you're stuck in the intro - you wake up in the camp, get your gear, have to run through enemies to another camp? That area right?
If so the easiest thing to do would be to just delete your character and start over fresh. It does sound like you're stuck in some kind of bugged loop and honestly that early in the game doing a ticket would be your last resort.
Just start over. Every once in a while an instance like that will bug and you can't do them.
As to the server name, I think it shows either during log in or on the character selection screen. Might be the little white words in the lower left hand corner that say some like 'logging into proxy 1' or something like that.