In general, never expect other players to go completely out of their way to cover every aspect of your situation. We do if we can, but we also have lives and are sometimes multitasking the forums and other things, not always having time to go to other threads. It’s always best to presume that everyone posting is situationally blind until things are clarified.
As stated, you’re going to want to wait on your ticket, they will eventually reach yours.
I wish I had seen this when you first posted. I ran into this recently as well. The solution I found on Wowhead is to leave the area (back to where it will say Nagrand), log out for 15 minutes to allow the quest to reset, then do it with zero add-ons. No full reset needed (for me), just disabling them worked.
All this allowed me to complete it as normal. Thrall ran in, then he….