I disagree. Even support staff should be able to say "oh wow, this is really bad, let me get my supervisor", who would then recursively escalate until they get to someone who can open the correct ticket.
Most companies don't give them the training, autonomy, problem solving tools, or even buy-in to deal with something like this.
When I call in I expect them to be able to change my reservation and handle seat changes and such. I don't expect them to be able to triage a tech support call and tell the difference in severity between, say, a shared computer with somebody else's login, a browser caching issue, a database hack, a proxy or CDN issue, etc.
For that to actually happen support staff has to be empowered to think for themselves and also be compensated enough to care.