Posted by Reno

To parrot Cookie, staff aren't omnipotent.

Unfortunately we can't log all chat, so we can only see things occur after the fact if the disturbance occurred through over-head chat.

I agree that the person who handled your ticket didn't do their job, even if you weren't going to be unjailed you at least deserved a response.

Edit: E-mail Xor about this issue, he may get back to you.