is there no GM’s working on the service anymore. like somebody that will actually talk to me and game and help.
There are a lot of GM’s.
But - due to demand they don’t have time to make personal appearances in-game - not for a long time now. Otherwise ticket times will blow out considerably longer than they are.
There are also many things GM’s are not allowed to help with - basically anything that could be considered a game hint for example.
They had to move to a ticket triage system because people would request GM’s just for chat, or demand them make in-game appearances and do things - or asking for help on matters outside the game.
That’s not what GM’s are here for.
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Perhaps if you share your issue one of us nifty handy dandy regulars can help???
Worth a try
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Don’t think there’s been in-game GM’s for about a decade now.
Support handles many different games as, so doesn’t need to come to you directly in game anymore. That and tickets are handled around the clock, so that simply is not effective.
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As others have said, in-game GM interactions are not part of the support system these days, and have not been for well over a decade, if not longer.
In game chat is also rare now.
There are many GMs, mostly out of the Austin, TX office who handle a huge variety of tickets and reports for all Blizzard games and services. Billing, account access, Tech Support, report reviews/actions, appeals, and a limited number of game issues.
They don’t do the “appear in game” thing anymore for quite a few reasons:
- With a huge player base across Blizzard games it is simply very very time consuming and makes the ticket queues incredibly long. While it is great for the one customer who gets that interaction, 50 or 100 more are left waiting extra days for any sort of help. That is not optimal.
- The tools Blizzard had in Vanilla required GMs to enter the game to do things. Modern tools allow them to accomplish what they need to without getting in game.
The CS forum here serves as an Information Desk where people can get help navigating the Ticket system, get help with understanding policies, explanations of services and systems.
Here is an article on just what GMs can do, and importantly, what they are not allowed to do. It can help with setting expectations and reducing frustration.
If you mention what your issue is someone here can likely point you to the most efficient way to get help.
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