Support don’t work in game.
Support don’t handle bug reports, bugs must be reported in-game and the bug report goes directly to the developers in California (you won’t get a reply though).
Support are not permitted to forward bug reports made on the forums to the developers (they’ve said as much in the past), unless the developers specifically request that, in specific circumstances.
Finally, I don’t believe support are allowed to disclose drop chances, or spawn rates/timers.