During high volume ticket times they will sometimes send a form letter directing people to solutions for things GMs can’t help with.
Bug reports
Game hints
Complaints about dev decisions
etc.
If you get one of those, read the thread about what GMs can do!
https://us.forums.blizzard.com/en/wow/t/spotlight-on-game-master-help/11354
If you determine you really do have something a GM can help with then reopen the ticket with the need more help option. That shortens your queue.
Keep in mind, if you are ticketing about a drop, if that drop is not in the logs and awarded to you, GMs can not help. They are not allowed to fabricate things for us. They go by the game logs and only the game logs.