They're just humans being, don't forget that.
For example I work on more than one server, so I am sometimes idling for 5-10 minutes on one server, and I like to chat with people while I am online using other programs than Graal. Plus, I have to work and getting other things done, so I may can't check every single report.
Suggestion, if a report doesn't help, just try to PM a staff using nice language and staying patient, of course. This way, I bet, you will get help in nearly every case, but it could of delay sometimes(read the text above).