Yes and no, it depends.
First line or answers are templated or automated entirely faster if the ticket queue is “high” - but second+ answers will get looked over and more appropriate template answers given. Usually.
They only tend to hand type responses if they need some more info from you or other conditions are met. But templates are used 90% of the times.
The retail reputation guild loss problem is also reported
Some while ago. I didn’t see any news about it except that other game versions have the same replicated problem so it must be a client patch that caused it.