The complication likely comes from the fact that it may not be something a GM can assist with, but that is only a guess based on the little information given.
Hopefully this post will give you a better idea on what GM staff are able to do.
Perhaps simplify the ticket itself, overly complicated explanations won’t really help. If you care to give a bit of information here, perhaps we can help point a better direction in the ticket path beyond a generic ticket which usually gives the initial answers players receive when wait times get too long.