A ticket is marked resolved when a GM has sent an answer. That does not mean the issue is 100% resolved, just that that individual ticket has been replied to. If the reply does not help, you would use the option to ask for more help, or open another ticket and reference the first ticket number if needed.
Keep in mind that GMs are limited in what they can do. Here is a good post on what GMs can, and can’t, do.
Please also be aware, there have been no dial in numbers for over 10 years, and there is no longer phone callback or Live chat. All interactions are done via ticket.