I can get an appointment with my doctor, quicker than I can get a programmer assigned to a task at my workplace. I go through fewer gatekeepers at the doctor's.
To carry this metaphor a step further, you asking for help on a ticket is more like going to the emergency room. If your ticket is a tummy ache you're going to wait. If it's a gunshot wound to the chest you're going to have all the best staff on hand immediately to put out the fire.