Often times it just feels like they try to extend the ticket out as long as possible asking irrelevant questions, then as you said redirect you or close the tic

Often times it just feels like they try to extend the ticket out as long as possible asking irrelevant questions, then as you said redirect you or close the ticket after wasting an appropriate amount of time. I cannot prove it, but I bet there is an internal number of replies before they can close without penalty.