Welcome to the forums @Sorellinator!
I do understand your frustration. As someone who does work on Zendesk tickets frequently, this is a sentiment that I am all too familiar with. A lot of players think the turnaround time on Zendesk tickets is too slow. We have taken steps to improve ticket response times. This includes new hires. But it’s not as easy as just sitting a body in a chair and telling them to go. It’s going to take time to train new support staff and for them to establish a good workflow. All we can do is ask for your patience on that front.
It’s not entirely true that building infractions are easy or fast to deal with. Some of the speed at which these issues are solved depends on the clarity of the evidence provided. A screenshot of the map pinpointing the location of the infraction is incredibly helpful, and will do wonders for accelerating an investigation. But many players don’t bother to include this in their reports. We then have to ask them for that information and this just adds unnecessary time to the resolution.