To parrot Cookie, staff aren't omnipotent.

Unfortunately we can't log all chat, so we can only see things occur after the fact if the disturbance occurred through over-head chat.

I agree that the person who handled your ticket didn't do their job, even if you weren't going to be unjailed you at least deserved a response.

Edit: E-mail Xor about this issue, he may get back to you.