New Blizzard support site lets you track, edit, and update your GM tickets
by Michael Sacco 
May 26th 2011 at 6:00PM
What's so great about it? Well, it collects all lines of communication for support in one place and attempts to provide automated help for your request where applicable, while you wait for a representative. The biggest improvement, though, is that the site lets you track the progress of your support requests. This includes tech support emails, billing inquiries, and yes, GM tickets. You can edit your ticket while it's in the queue, track it, and even update your ticket and place it back in queue after it's been closed if you feel it wasn't addressed properly.
The full text of Blizzard's announcement is after the cut.
Blizzard Customer Service Website
As a part of our ongoing efforts to provide the best customer service possible to the community, we're launching a new customer Service website which will offer a wide array of great new features to players who need assistance with a variety of issues.
Here are some highlights of what the new site can offer:
In the new Blizzard customer service website, you will be able to access all support contacts in one convenient location including Web, in-game, and phone support. You'll also be able to quickly and easily check on the status of your customer service request.
During your ticket submission process, we'll try our best to identify the problem you're experiencing and provide potential solutions along the way with relevant smart help.
Once your ticket is submitted, you can communicate with our support team easily through the Web interface much like you would within the forums. You'll be able to reply to your own ticket, add details after a ticket has been submitted, or even add and clarify additional details should you feel the initial response from support doesn't solve the problem. To help keep you up to date on the status of your ticket we have also added an option to receive automatic emails whenever your ticket status changes.
We hope that this new site will provide you with the tools you need to contact our support teams quickly to resolve your service issues. We invite you to check out the new site here- http://us.battle.net/support/
Here are some highlights of what the new site can offer:
In the new Blizzard customer service website, you will be able to access all support contacts in one convenient location including Web, in-game, and phone support. You'll also be able to quickly and easily check on the status of your customer service request.
During your ticket submission process, we'll try our best to identify the problem you're experiencing and provide potential solutions along the way with relevant smart help.
Once your ticket is submitted, you can communicate with our support team easily through the Web interface much like you would within the forums. You'll be able to reply to your own ticket, add details after a ticket has been submitted, or even add and clarify additional details should you feel the initial response from support doesn't solve the problem. To help keep you up to date on the status of your ticket we have also added an option to receive automatic emails whenever your ticket status changes.
We hope that this new site will provide you with the tools you need to contact our support teams quickly to resolve your service issues. We invite you to check out the new site here- http://us.battle.net/support/
Filed under: Blizzard
Reader Comments (Page 1 of 1)
bob May 26th 2011 6:08PM
Ah but the real question is whether we'll still get GM jokes...
tabardsrock May 26th 2011 6:12PM
i noticed the word "premium" was lacking from the post... that's nice :)
Kunikenwad! May 26th 2011 6:13PM
And for the low price of and extra $2.99 for WoW Premium, your tickets will be placed in a priority queue!
*ducks incoming thrown objects*
raingod May 26th 2011 7:17PM
Somewhat related, about two weeks ago i got an email from my cell phone provider to answer a questionaire; it was about whether I would be willing to pay 5 bucks a month extra for premium customer service. This would include, US based CSR's, shorter hold times, rapid email responses etc.
My response was I should be getting that now, and not the 3rd rate CS I am receiving. *cough-Sprint-cough*.
RogueJedi86 May 26th 2011 6:16PM
Does the online site let you have more typing room for filing a ticket? God knows when I try to give detailed reports of bots in-game, I inevitably run out of typing room, which sucks when I find more bots and have no room to add them to the ticket. Please give us more typing room for our tickets.
Vaeku May 26th 2011 7:33PM
You get 2000 characters in the form, but if that's not enough you can attach a .txt file.
Michael Sacco May 26th 2011 10:52PM
It's worth noting that while GMs used to occasionally attempt to visually verify botters in-game, the bulk of actual bot removal is done by automated processes or targeted sweeps by an entirely different department equipped to verify that kind of report. I don't even know if GMs look into bot reports specifically anymore.
A bot's biggest enemy is time.
bluespacecow May 30th 2011 10:34AM
You can always email the GMs on WoWGM@Blizzard.com
Any emails to that address automatically go into the GM ticket queue AFAIK.
Many of the US CSF Regulars use that email to report naming violations.
Wheighty May 26th 2011 6:30PM
And we'll inevitably still be ignored about that guildless level 80 with max mining and herbalism that's been in Twilight Highlands to last 4 days straight.
Amaxe May 26th 2011 6:34PM
That explains the email I got from Blizz today telling me they got my ticket... which surprised me because I canceled it once I figured out the problem was a stupid mistake of mine and not a glitch (The "Why doesn't my Dark Succor Glyph give me 15% heals" question in the queue today).
Following the link, it showed my ticket and acknowledged I cancelled it, giving me the option to reopen it if I liked.
It seems to be a service which can be of some use, not having to go online to see if you have an answer or not.
razion May 26th 2011 6:40PM
And I was just thinking of putting in a ticket... this isn't a coincidence, this is DESTINY. >_>
Skyrei May 26th 2011 6:56PM
Well this would have been useful like four years ago :P
Better late then never though :)
Nynaeve May 26th 2011 9:03PM
I like that you can reopen the ticket if you want. I haven't personally had an issue that I wanted readdressed, but I can imagine that the need has arisen for others.
ravyynn May 26th 2011 11:13PM
I had an open ticket and received an email with a link to the new site. I think this is a huge improvement.
Al May 27th 2011 3:01AM
Hopefully there'll be a "Yes, I disabled add-ons and wiped the WTF, now help me instead of blaming it on them." box to tick. The Blizz equivalent of "have you plugged it in?"
wyzim May 27th 2011 4:42AM
@AI Yes, we need the equivalent of http://www.youtube.com/watch?v=nn2FB1P_Mn8. :)
Ice May 27th 2011 6:59AM
But we do. Couple too. It goes something like this:
"Hello GM here, have you turned your addons off and deleted WTF folder?"
"This is known issue and it happens occasionally. We are looking into it. Meanwhile delete your WTF folder"
Al May 27th 2011 9:08AM
Oh yes, back when I got my new computer I opened a ticket about a bugged quest-giver with "I've only installed today, and haven't installed any add-ons yet. It's not the add-ons. Problem is as follows" at the top.
"Have you disabled your add-ons?" was the resulting answer when I checked my mail the next time I logged on. They finished with "Good luck, and have fun gaming", to someone else's character, though it had the same first 3 letters as mine so they were close.