Ticketing system no longer automated

I did, the same day I made a new ticket on another account, other account got 3 updates since saturday. Solution sent today, i reopened it, it was closed today by the same GM.
The older ticket, no update whatsoever, just "Open".

What I did was close the ticket myself and refer to it as xxxxx-xxxxx in the new ticket.
The gm then searched the ticket (both tickets) and actually stated that he had gone through the information in both, saw that it matched, and would award me the loss.

Here, for the older one:

Hello, I am sorry to hear that your account was compromised. I understand how upsetting this is, and I sincerely apologize for any inconvenience this issue has caused you.

I understand that you worked hard to obtain the Mesos and items that were lost. Unfortunately, we are not able to recover the lost Mesos and items; however, as a token of thanks for being a loyal player, we have gifted your account with 250,000 MaplePoints to help you recover.

Please allow 24 hours for the MaplePoints to be available on your account. Again, we apologize for the inconvenience and thank you for understanding.

Newer.

Hello, I will be handling your issue in the most recent ticket you have submitted on this issue and as such will be closing this ticket. I apologize for the delay that you experienced in this.

Take care and have a nice day.

Older.