I’ve seen wait times close to a week, and that was last winter. Wait times after major patches always seem to increase for a while, then back down again.
It’s focused mainly on the 4 issues I have mentioned, things GM staff can help with.
If your having difficulty with the in game menu, try to website.
https://us.battle.net/support/en/help/product/wow
Bugs are not always something GM staff can work around. You may get referred from time to time to check out things like wowhead to make sure you are tracking a quest correctly, like if one quest if phased by another in the zone.
Or referring to the bug report forum, so development can review a report, find a common issue, and fix it via patch/hot fix. A GM can not always bypass a quest anymore, because this can actually cause issues if done incorrectly.