When did the Community become a help desk ticket system?

When did this community forum become a help desk ticket system? It seems that support people from wpmudev race to close tickets down as quickly as possible. While I assume it is intended to help manage threads and provide support, I often see low level canned support responses as a result.

Is this no longer a place to chat amongst others who actually pay for wordpress plugins and development?

I do not mean to start a spat, I just am curious if this is an official shift in policy. Been with WPMUDEV for a long long while on this account and a previous one (diff company). So I have seen it evolve into this, and wondering if it is intentional, or?