In-game Support Experiences

I'm wondering if anyone has had a pleasant experience with in-game support. I've had no issues with support tickets for a while now, but in-game I always get a non-live, anonymous response that is copy/pasted based on the first 3-4 words of my ticket ONLY. It never even addresses my problem. The (wo)men reading these are clearly so overwhelmed that they can't do their jobs effectively, and SE as a company needs to address this.

Worse yet, GMs are closing tickets before people have a chance to respond. This is a horrible policy. For example, if I want to say "Sorry, but I didn't actually say what you think I'm saying, what if I ask it this way?", I have to completely recreate the ticket. You have an elaborate case management system that allows replies, and you also have in-game /tells (which if I really have an issue I'm not going to be in a dungeon so please don't use that excuse) to make us of, but all of that is completely wasted.

This is not a F2P game, and apparently sales exceeded expectations, so the budget can't be that bad. Please hire enough GMs to keep up with those new servers! :)

There also needs to be in-game support for issues that stop a character from progressing. In XI, I frequently gave very high praise for the support team because they had personalities AND if they couldn't help you, they would find a way to get you helped. They even got tech support reps, senior GMs--whatever I needed--to help you without ever leaving the game.

In contrast, for XIV I once submitted a ticket asking if someone could reset a quest because my legacy character was bugged and stuck in the one-room introductory instance where you're supposed to speak with an NPC (which I did). The response was to submit it via the forums, which is great for long-term fixes, but doesn't help that my legacy character was stuck in a single room for an hour before it magically fixed itself.