When submitting a ticket to WordPress the user is presented with an extra question (red box in the screenshot below):
Why does this matter? Because shoppers who post questions to customer service are often experiencing some level of anxiety. By presenting options WordPress is saying, “we care”.
The funny thing is that these options may be purely serving as a placebo (meaning they have no impact on how the query is handled in the back-end.) But placebo effects are powerful (source).