Made a ticket for item restore...

GM replies telling me to reply with the following information

char name
item name
date
how/why it happened

Alright, so i click reply... ticket is closed :\

Make a new ticket, give all that information...

New GM copy/pastes the same message as the previous GM, asking again...

char name
item name
date
how/why it happened

honestly, do they read the tickets at all? or do they look for 1 keyword then paste generic nonsense?