Because Blizzard has never allowed GMs to give what they consider game hints and GMs don’t take bug reports. Those go to QA. So if they think the ticket is asking for one of those two things they send a template with guide resources or point folks to the bug report channels.
Not saying I agree with it, but that is how Blizzard’s GM team has always worked. If it is not a very specific bug the Devs have told them they are allowed to touch, they can’t.
They can’t just fix everything customers want fixed, as nice as that would be.