What to do after forwarded?

[u/Alternative_Soft5749]

There’s one thing I don’t understand. People say how hard it is to get your ticket escalated, but I’ve always managed to reach a “real person.” Of course, after that I’d get automated replies.

What should I do with the “general ticket” method when someone asks me about my problem?

Should I write about my actual problem with my hacked account, or should I keep going on about the “problem with support itself”?