It's a reality of doing tech support. You get a flood of garbage information ("Hi, I can't access your web page, I get a 404 error. My system has 8 GB of RAM and an Intel 4700K and blah blah blah..."), and have to do your best to sort through and solve the user's problem.

Your ticket had two problems described. The tech probably didn't understand the significance of the first problem, and so just discarded the information. Then she answered your second question. When you've got 100 tickets to sort through in your 8 hour day, you simply have to make some compromises on the thoroughness of your response.

To get her attention, it would have been better to explain a little about what the consequences are, and request that she have a developer follow up. Make it clear that it's a major security failure and could lead to compromised VMs.

Then open a second ticket for your other issue.