It often depends on the issue. Customer Support can’t simply do anything, they have what is called a scope of support of areas and issues that they can manage.
As Darthwraith mentioned, our Support staff isn’t able to fix bugs. In rare situations where a bug may impact an aspect of gameplay, they are sometimes able to help, but it really depends on the situation.
For example, it looks like you submit a tickert regarding the world boss Mor’geth and not receiving credit correctly or the reward related to the kill. We sent a reply indicating that we’re aware of the issue and that the overall issue had been fixed. Allowing you to receive appropriate credit for the next kill.
You then asked if it is a known issue why you have to kill the mob again. The simple truth is, it just isn’t feasible. If there was a quick and easy way to verify the kill and award the rewards for whoever may have met those requirements, it would be done.
As someone in Customer Support, you should know that it isn’t always possible to fulfill a customer’s request. Though that mostly depends on the type of business you are working in as support models really can’t be compared across all industries.
I wrote up a spotlight several years ago that covers what Game Master’s can help with. It’s currently pinned at the top of this forum, but I put the link below.