Perhaps I can shed some light on this as someone who's been in IT for 16 years and is currently in a Network Operations Manager role, I'm in charge of the Help Desk and all other IT-support related functions at our company.
Quite often there is a disconnect between the user and the technician as to whether a ticket is actually resolved, and I can tell you it happens quite often that a technician has resolved the issue to the best of their ability but the user refuses to accept that answer because it's not what they want to hear.
Usually the issue entails company policy, large expenditures, or other scenarios where I or my technicians do not have the authority to make exceptions for the user - regardless of whether they consider their issue closed or not, and regardless of its 'importance' to them.
Take what I have with <200 users and multiply that exponentially for what Riot has to deal with. There is no feasible cost-effective way to give personal attention to every single ticket, which is where automated responses come in.
What issue did you submit a ticket for? A chat restriction or ban? A purchase problem? A bug? Something else? The boards can give you better advice, but I can tell you right now, if you're appealing a justified ban or chat restriction, a form letter reply is pretty much all you're going to receive.
