This is not true, Googlers (at least Kirkland office based ones) can file an internal ticket if they care.

Hence the common recommendation to start spamming first.last@Google.com addresses until you annoy someone internal who is willing to file a ticket on your behalf if you don't have any capable Googlers in your social graph.

At least when I worked at Google over a decade ago, I'm pretty sure first.last@Google.com didn't route to my inbox. (And roughly 70 people worldwide share my surname, according to one of those sites that shows you where people with your surname live.)