Hey there.
Not sure how GameForge does their support 100%, as I've had no issues with them with the few tickets I've created on my EU account, however if like most support places, your issue is given to what are known as 'gate keepers'. These people usually respond with the usual copy-paste scripts, as they don't have much else they can do in regards to your actual issue, and usually is done for troubleshooting that maybe the user in question didn't think about before.
Without knowing your exact issue, there's not really any way to confirm how you should go about this and how GameForge would/should handle it; however if it was simply you opening the ticket, and they gave a 'scripted' response, feel free to respond and let support know that 'hey, what you guys are telling me isn't helping, I need help with _____' and even ask for an escalation, as with most support staff, there's 'levels' of support. Above the gatekeepers are usually level 2s, 3s, etc until you get to the top if it needs to go that high. If the next person after your escalation request isn't able to solve your problem, either ask for another one, or they should (by default if it doesn't fall under their scope) escalate it for you to a 'specialist'.
Just be calm and patient. Once you get past the first-responders/gate keepers, support usually is very easy and helpful. 
LevinSnakesRise is absolutely right.
And there is no other way to contact the specialists bypassing the Support service.
tell me about it... i've had helpfull and not helpfull experiences with support, the quality off help varies on who gets your tickets
my worst case was the "hat issue" xD
i had a black hat i used to wear on killian, after the server merge it was bound to a charactor called ???? and when i contacted support, they said they had no record off my charactor on the new server ever wearing the hat.
even sent a video off running around in fraywind wearing said hat but nope, there "database" said that hat was not mine
also trying to get them to pay notice too 3 meme slashers in civil unrest that had been recorded by 10+ people cheating takes days and sometimes weeks to get them banned
tell me about it... i've had helpfull and not helpfull experiences with support, the quality off help varies on who gets your tickets
my worst case was the "hat issue" xD
i had a black hat i used to wear on killian, after the server merge it was bound to a charactor called ???? and when i contacted support, they said they had no record off my charactor on the new server ever wearing the hat.
even sent a video off running around in fraywind wearing said hat but nope, there "database" said that hat was not mine
also trying to get them to pay notice too 3 meme slashers in civil unrest that had been recorded by 10+ people cheating takes days and sometimes weeks to get them banned
OMG ...
Resume, you lost the item and that's that nothing else?
I just afraid that items, accounts and chars get lost and GameForge support does not care!
I'm trying to assist a friend that lost 3 chars in his account mysteriously and they simple say, we cannot do anything with tracers/logs/screenshots etc. nothing can't be done.
I just afraid to say to say that but is it possible Gameforge make mistakes and does not want to help/recover,
This is I really miss from other companies/games that really recover items etc.
Gameforge, this is another example, what is happening with items and chars?
Why they cannot be recovered?
We need a proper explanation not just a simple, we cannot this we cannot do that!
Please note:
I just thinking, how and why Gameforge picking up Tera NA in that way!
We will lost items and accounts in this migration process.
I have more than 200 screenshots even from the faces of my chars in case @#@!#@!#! happen.
I will share this information with guilds, people, forums, etc and report Gameforge action!
gameforge support in a nutshell...
give them video of someone memeslahing
when did this happen -polan
gameforge support in a nutshell...
give them video of someone memeslahing
when did this happen -polan
Few years ago (on December 2017), we had an event server, called MANAHAN. All the owners of an active TERA Club membership, had their power, attack speed and defense infinitely increased. They were officially memeslashing. (Tera club sells raised to heaven, for those who could afford it).
They could solo every levelling instance, killing every boss with few hits. But they were carrying non club owners with them, to help them level much faster..
*** The memeslash was de-activated only in BGs and in lv 65 instances.****
Link ---> Manahan Event Server Official Announcement
Video Link ---> A player levelling in Manahan Server
i suppose that's the reason of Polan asking for the time of the memeslash.
memeslash that hits every player in cu is nothing like manahan buffs
all polan has to do is check that cheaters name and if the account is not permabanned then ban his ass
also it doesn't help that support sleeps the whole weekend so cheaters can talk shit all saturday about how they will memeslash cu and maybe get banned on monday, since nobody from gameforge actually cares to oversee their game in this 1 pvp clownfiesta per week even after getting spammed about cheaters doing it every single week.
