So that seems true.
As a rule, you need to spend a lot of time on such a ticket and in 95% of cases, they answer OK, thank you, and that's it, and no one will compensate you for the time spent.
For customers who really need to do something and not wait long for an answer, there is a new ticket system mechanism
https://1b.app/ua/app/corp-support-ticket/ , which is actually inexpensive and in critical cases you can solve your issue or get an estimate, but for some reason everyone is looking for a solution where they can solve their issue for free and urgently.
Regarding the improvements to the ticket description, currently +- the same can be configured through the payment rate field, where the rate from the linked process can be pulled in, but there are many nuances in some points and therefore most likely you cannot do without improvements. Overall, the approximate estimate is about 8 hours.