I assumed it was a developer because in my experience with issue trackers, it's always been developers who get assigned to fix things. And this looks more like

I assumed it was a developer because in my experience with issue trackers, it's always been developers who get assigned to fix things. And this looks more like an issue tracker than a tier 1 support site. But if that's the case, my point stands - it was the wrong canned response for the support representative to use. I can't tell one way or the other from that interface the roles of all involved. But I'm not sure it matters.