Closing tickets means a lot to players.
First, this isn't a business. There aren't customers. It's a volunteer ran operation. Everyone devotes their free time so we can play. Without fail, these GMs have come to my rescue within minutes of me submitting my help ticket to fix whatever issue I'm experiencing. That's faster than any game support I've ever experienced in any game, let alone one I don't pay for in any way.
Second, I get what you're actually saying and I'll repeat what I said already - I've received fantastic support any time I've requested it, whether in game or on the forums.
Take a look: