What do you think is happening behind the scenes?

I've worked low level jobs at big game companies, and sometimes the work environment is not very productive at all because there's no real management direction.

So management could make a person answer Tickets for 8 hours a day, but only care about numbers and not responses. Which in turn favors generic responses that have nothing to do with the question, just so you can show that your "solved" rate is high. There's probably also a large amount of instances where the content of the ticket needs the action of someone other than the one answering the ticket, but of course the higher up person isn't available, and the environment probably discourages asking for assistance, and like I said before favors quick fixing it.

That's pretty much the vibe I'm getting from the reviews anyway.