The front-line support aren’t the developers, and they’re filtering out all the low-hanging fruit so the devs can stay focused on actual issues. I don’t know numbers, but I’m sure quite a few of their support tickets can legitimately be fixed by verifying the game files, restarting clients (anyone here work in I.T.? You know what time it is).
They’re also asking for that sort of support so if/when they do throw something at the devs, it’s not just, “hey, this guy said this thing doesn’t work”, there’s something they can act on, reproduce the issue, whatever (otherwise the ticket is kind of wasted).
That said, I’m inferring a lot here, but as someone who personally deals with maybe a dozen system vendors at work, all of whom have this front-line triage unit for cases, this is a pretty common setup.
What I’d love is to have direct access to the devs. With our major systems at work, if we (as customers) demonstrate that we’re not cretins when it comes to understanding and using their system, we automatically get forwarded to higher-level tech support because everything we bring to them is legit. (I’m not too proud to say that we’re one of our biggest system favorites because we crush it when it comes to this sort of thing… straight to the software engineers when we call, but I digress.)
If you’ve got a thing that you’d like addressed, it’s worth submitting a ticket, because if it’s actually a thing, this will put a blip on the devs radar (more tickets, bigger blip). It’s kind of a hassle, but it’s an offline conversation, and you can do like a reply a day over the course of a week or whatever, convincing the front-line person that it can’t be fixed with their catalogue of simple fixes, and providing enough evidence so whoever actually looks after it has enough information to proceed.
Also keep in mind that just because it’s on their radar doesn’t mean it’s a priority fix. It’s in the queue, but we don’t know what number it’s got. I’ve got a report about Destructo Spinner behavior in front of the devs, and if I see that addressed any time in the next year, I’ll be pleasantly surprised.