What needs to be done is that the tech support staff should be divided up for each game in proportion to its community size. Obviously most of the tech support staff will be in the Starcraft 2 and World of Warcraft since they have the largest player base out of all of the games. This should ensure that many tickets will be answered in a timely manner.
The next thing is that some of the staff members needs to be thoroughly trained. I sent a support ticket one day and one of the staff members responded telling me to look in the Terms of Agreement. I mean come on, the staff is there to answer my questions.
After that, Step 1 of the support ticket should ask what game the question will be about. This will make sure that tickets will go to the correct people to answer the question.
One of the most important things that people have been complaining about is that the staff doesn't read their question and they copy and paste answers to them. It's pretty obvious now that every first response to a support ticket is a copy and pasted answer, doesn't matter if you stated that you done everything. Tell the employees to stop copying and pasting answers, period.
firstname.lastname@example.org -email me if you need tech support
just for the funs, I'll quote a response I got in the ticket system:
Q u o t e: Hey there,
Ticket category doesn't matter, as all of them will be answered the same way.
I was asking for instructions on how to report cheaters in war3 and I got sc2 instructions, so I asked again and reminded them not to talk about sc2. today I logged on to the ticket system to find out that they still avoided the questions and at 24 messages the ticket is "resolved" and there's no longer an "I still have a problem" button.
2. Re: Ticket system needs huge update 04/28/2012 08:35:50 AM PDT
I sent two tickets and they didn't appear at all anywhere.
My SC2 game is also in English - GB but the tech support site is in brazilian portuguese. I am in Portugal but I'm not brazillian and I won't make a stupid international call to Brazil for tech support.
Regardless... stick your tech support to english instead of treating your portuguese customers as brazillians.