That would be a game hint about how gameplay works. That is not something GMs can help with. You are definitely going to get a generic template for that pointing you elsewhere. Probably an automated one for first reply at that. They don’t make a secret of using some auto reply templates for triage during high ticket volumes.
They are not the people to report bugs to either. They don’t take bug reports, don’t pass on bug reports, and don’t fix bugs. There are RARE exceptions that the Devs allow them on specific issues. Super rare though.
That sounds like a generic reply to a Tech Support ticket. You have to use the STUCK self help tool, and if that does not work re-open it under that category. It has its own high priority queue for a GM to manually move you if the self help tools don’t work.
Some of the frustrations people have with the CS system (which is not perfect at all), is that they want GMs to do things that they are not tasked with, or allowed, to do.
This article may help shed some light on what they can and can’t do. Just knowing those limits can reduce frustration.
EDIT - In no way do I think modern CS for most companies is good. It is not. So please don’t take me explaining how to navigate the current Blizzard system as me thinking it is perfect or can’t use improvement. Very few companies have good CS anymore, except Chewy. Chewy is good.