They're more inclined to do it if your friend hasn't asked something huge in a ticket within the last 6 months. Other than that, it's really a roulette. Gotta get that spicy GM, because mostly they won't just refuse, they'll actually say it's not even possible, which is literally bullshit.
Also your friend should space out his tickets. If he makes a ticket about the issue too often, he's gonna be flagged. Once he's flagged he'll receive the same response from literally every GM. My advice would be make a ticket once a month. If he gets flagged he'll have to chill for months...
How will he know if he has gotten flagged? Eventually a GM will say something along the lines of "I see that you have made a ticket regarding the issue before, and this was the response". Eventually they'll tell him to drop the matter all together "or else".