I once worked in customer support for PlayStation, whose model seems very similar to Blizzard’s. The name of the game is troubleshooting, not customer service: hence the use of copy-pasted scripts to give feed back to the most people with the least investment of time and resources. I remember I could sometimes “action” as many as 120 tickets on a 7.5 hour shift during peak periods - so you can imagine the time investment that was going into each one. As you update tickets they are usually then sent to the bottom of the urgency pile and assumed “actioned” until the customer suggests otherwise (at which point they re-enter the queue).
In truth, this model can work perfectly fine. But it depends upon having a manageable backlog of work. If it takes days or even weeks to get on-top of each request, and you need to have a bit of back-and-forth with the rep as you go through the troubleshooting process, the overall waiting time for the customers can explode. This is all the more exacerbated if the CS rep must escalate the matter to an equally under-resourced department - which is presumably what happens when you raise a ticket on a matter such as botting, which is subsequently sent to the anti-cheat team.
He was technically “wrong” in two threads over the past two days (claiming to know how many people per average are on Classic WoW servers, and claiming to know how many Classic bots Blizzard bans per month) - citing Blizzard posts out-of-context and using a healthy dose of inference and speculation. When I called him out on these double-standards, he then made some ad-hominem attacks about me getting upset and “trolling” before apparently using a script to block my future posts so he can continue his tirade in peace.
Truly, the forums are lucky to have such a stalwart protector.