This forum is a collaboration effort by players, MVPs, and the staff.
Note from the staff pinned to the top of this forum:
This forum exists to provide Overwatch players a place to discuss technical issues with each other and Blizzard Tech Support staff members.
Source: https://us.forums.blizzard.com/en/overwatch/t/welcome-to-overwatch-technical-support/
You can expect that the majority of threads will have community involvement, which is why a forum exists instead of handling all issues via private tickets. They read many threads, but not all. If you require direct staff assistance, you should open a ticket. Good luck in however you choose to proceed.