Yes, they do have a triage system that provides answers based on keywords or category when they have high volume. The goal is to hopefully sort out folks who still really need help vs those who GMs can’t assist. They don’t assist with bugs/bug reports, game hints, resetting raid IDs, etc. There are a ton of self help tools now for most GM things as well. Unstuck, guild leader dethrone, item restore, mail restore, etc.
If the topic is one you really do need a GM for, you would use the option to re-open the ticket.
If you ever need help figuring out how to use the Support system, get explanations of polices, or get explanations of services, the Customer Support forum will get you on your way. They can save a lot of frustration by telling you if something is even a GM supported topic or if you need to use other resources.
The current system is NOT ideal, certainly. Nobody likes modern auto tree support. The CS forum can help make the most of what there is though.
Oh, and this thread can help with explaining what GMs can, and can’t, do.