Yeah, from my time working at FB, it's basically a customer support queue that actually gets reviewed. Sometimes, there can be some additional discussion between the person looking at the ticket and the employee who reported it, so that clarifications can be made when needed. From what I saw, it's mostly used for account recovery, but sometimes used for bug reporting. FWIW, Yahoo had a similar escalation path while I was there (that seems to still exist).

This is a way to help friends and family get their accounts fixed, and also to help make sure employees don't look at their friend and family's accounts with internal tools.