Hey this might be a dumb question but are the Customer Support agents on here, do they have any effect or ability to do things ingame them selves or are they only really on here specifically to answer questions people have? example of what i mean is like if X player has an issue, depending on what it is are the support people on here able to solve it specifically them selves within the game or directly contact the team required for it? or as i said are they mainly here basically to just answer player concerns if it doesn’t require a ticket or somethin
Blizzard has different teams allocated to different aspects of the entire company. You have development, you have hacks team, you have game masters, etc. You get the idea. Support Forum Agents are pretty much here to help in any way possible to help with any problem that they can for others who may have a problem, and usually in terms of helping in pointing people in the right direction. Ofcourse some of the times too, they also look at moderating the forums as well.
Tickets are required, the forum doesn’t serve as a bypass to tickets.
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Their job is mainly to watch this forum, them answering stuff is them wanting to help. They’re not really able to help in-game as their tools is rather limited and this isn’t a means to bypass the ticket system.
so from my understanding they essentially act like a human wikipedia of sorts for the game?
No, that would not be accurate.
This forum is a Customer Support Information Desk to help people navigate the Support ticket system + knowledge base articles. They also explain policies, and explain services like character services, name changes, etc. If you need help but don’t know where to start or if Blizzard can even do something - this is the place to ask. This forum will set you on the path to getting help.
They are not a substitute for the ticket system and do not function as game masters. They also have nothing to do with game decisions nor do they make changes in the games. They don’t collect or pass on feedback.
Blizzard does not allow their staff to give what are considered “game hints”. So they are definitely not a Wiki. For that you would go somewhere like Wowhead for all things WoW related.
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i see, I appreciate the explanation 
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