This sums up Trion's "Support Desk" in a nutshell....

[ItISLupus]

you seem surprised you got this lol im going to have trion refund all my bits and my season pass find a game that works and mods that wont delete your threads cause it makes them look bad

Mods delete threads that turn into pointless flame wars. Not because it makes them look bad. Moderators are here to keep the forums civil.

if you want a place with little moderation go to 4chan

[Tokage]

You guys at Trion like constructive criticism, well you have by far, bar none, the absolute worst customer service I have ever encountered with any game ever. On Saturday I posted a ticket with an issue I had, past experience had me wait 2 days before expecting someone to drag their knuckles over to a keyboard to check it out and respond, low and behold, nope, no response. So I posted an update on the ticket and immediately got the auto response that ticket volume is higher than usual and I should close my ticket if it was resolved, which it wasn't because no one had bothered to give me an answer at least. So I log on today to check and see if there has been a response yet. And what do I find? Well a picture speaks a thousand words.....



.... A thousand words, and all of them filled with contempt.

If you had bother to use the online chat help they would had told you that "thinning the herd" will be checked off the list in a few day´s. They keep it open until the contest is over.
That is what they told me when i "called" them up.
I understand why you would not use the online support desk, it can take like 1-2h if unlucky to get thru. BUT i got to defend them a little, once you get thru and get live support they are really great and easy to work with.

[Arsenic_Touch]

That might be the worst support desk software in history.

It's a visual bug. Everything there is still present, you just can't see it.

[RegularX]

It's a visual bug. Everything there is still present, you just can't see it.

Be that as it may, having a support desk setup that doesn't do exactly what happened to the OP would seem like a pretty low level requirement. "Randomly generated responses" of any kind is a pretty bad idea.