Hmm… let me try to explain it a bit better 
So… on one hand there is the game as a piece of software… and on the other hand there is the data inside the server databases of official servers.
-
If your issue is with the software itself… crashes… bugs… unexpected behavior… suggestions to the game itself… etc.
Basically anything that isn’t exclusive to official servers or doesn’t contain any sort of character / clan / server specific things and it’s reasonable to assume that it can happen in single player or private servers too - the place for those is here in the bug report section of your platform / or feedback / general section depending on the topic. -
If your issue is regarding data on official servers: character related stuff, hackers, bans, inappropriate behavior… land claim issues… basically anything that would become irrelevant if the servers would suddenly be wiped and reset, those are all things pertaining to the official server databases… and those are managed by Zendesk, they are the ones who administer them, they are the ones who have access to that data in order to help you out.
Yes, she is talking about SERVER crashes here… that does not mean your game client crashing or freezing while you’re playing on a server… that means a specific official server crashing… as in the server itself ceases to run suddenly… which will result in you simply being disconnected from it and kicked back into the menu and having to wait till the server restarts. If you’re experiencing that, then fair enough…
If you’re on the other hand getting your game closed with a fatal error and the error reporting tool showing up etc… that is a game client related issue and has nothing to do with zendesk
Now aside from that, sure… you’re free to submit reports any which way you want… there’s a chance someone might read it regardless… but if you submit them to the wrong place, there’s a good chance the result will be what you guys both experienced…
If you bring up stuff that belongs to Zendesk here, your post will be hidden and the thread closed…
If you bring up client related general bugs to Zendesk then your ticket will be closed with an automatic reply like the above…
So it doesn’t hurt to learn the distinction between those two and file your reports in the appropriate category
Hope that helps clarifying it.