Ticketing system no longer automated

Not surprised.

Mine aren't even about hacking, they're about their craptastic VIP service on Mabi having spontaneously deleted my guild and other issues.
Stuff you'd think would be easy to compensate and fix with almost no effort to validate.

I believe the bolded part is the key here.
As far as I can tell, they are currently working in this "new Nexon" mode only on new tickets, and only on tickets in the "got hacked" category.
I assume cash shop and billing tickets are getting handled as before.
In-game bugs, player reports, and everything else, are still getting ignored as thoroughly as ever.