Except it wasn’t closed. It’s the standard response being given to most tickets at the moment because the GMs are working from home. It isn’t bad customer service. You not liking the reply doesn’t make it bad service. Bad customer service is not getting a reply at all.
They give a list of basic troubleshooting steps that resolve a lot of issues. They give you the option of reopening your ticket if the steps given don’t resolve it.
You personally maybe. Others, no. I’ve seen a lot of posts by players complaining because there’s “no response” from a GM because of the queues. They say that Blizzard needs to hire more GMs. That the response time is bad customer service.
Again, that’s your perspective. The steps in the letter resolve a lot of cases. If a GM answered the ticket directly, in most cases those are the same steps they would give the player to resolve it. Plus players get a faster response with this letter than they would otherwise.
Your reference to metrics is way off base. Speedy answers and number of tickets handled are good, but resolved issues and customer satisfaction are as important, if not more so.
I get that you are frustrated, but floating conspiracy theories about metrics doesn’t help anyone. It just makes you look rude.