The support site is not manned by a bot (at least ieras isn't)
On iera at least we have a policy to include the name of the staff member responding to you on the ticket so you know exactly who you're talking to.
This helps professionalism in our responses as well as making sure we deal with the issue properly (oversight)
Having said that, we usually do give default answers because the tickets are mostly the same "i got hacked" complaints that come from people sharing accounts to begin with and nothing we can help with (trade scamming complaints)