Yes, the ticket wait times are dreadful for ALL Blizzard games right now. It is not WoW specific
During high volume that is a first step because many issues are not something a GM can do. Others now have Self-help tools for a player so they don’t need a GM. The idea that they ONLY have that as a tool though is false.
Again, the Customer Support team is not part of the WoW team and was not part of that analysis. The WoW team “support” are admins who support the WoW devs. There were only a handful of them to start with so even a reduction of one would be massive as far as percentages.
You may feel that the Customer Support team in Austin Texas is not doing a great job right now and you have the right to feel that way. Just don’t mix that up with false statements that there were staffing reductions there when there were not. Changes to the WoW team that the streamer talked about, have NOTHING to do with CS.
I have actually been to Blizzard HQ a few times. Met with multiple games teams and also met with Support. There are NOT integrated or the same at all. Not even in the same buildings. Not even in the same State for most of it.
You might want to read the article Vrak wrote on what GM staff are allowed to do, it helps set some of the expectations. GMs are not allowed to do many things people THINK they should do.